120 Cx Manager jobs in India

Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.
We are customer obsessed problem-solvers. We orchestrate deep engagements in areas like incident management, support and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Would you like to join one of the fastest-growing teams within Microsoft Azure Engineering? Are you constantly customer-obsessed, and focused on enhancing customer experience? Are you passionate about cloud computing and love the challenge of solving the most complex technical problems? Are you interested in a start-up like environment, passionate about building automations, observability, proactive & SLO monitoring experiences?
Our organization is looking for you, a customer obsessed Site Reliability Engineer with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers. As a key member of our Observability team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You will be responsible for designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
"Customer obsession", "measure what matters", "no dead-ends", "get it done", "collaboration" "teamwork" , "whatever it takes" are few characteristics we look for in this role. We are growing fast but remain agile
**Responsibilities**
+ Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations.
+ Instrument code to measure SLOs , develop solutions to detect SLO breaches
+ Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
+ Collaborate closely with service engineering teams to develop solutions for corelating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.
+ Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
+ Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
+ Proactively engage customers on SLO performance, addressing concerns and offering insights.
+ Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
+ Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.
**Qualifications**
+ We are looking for a customer obsessed Site Reliability Engineer with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers.
+ **Experience** : Atleast 6+years experience in driving platform reliability and customer satisfaction through proactive engagement, technical resolution, and cross-functional collaboration. Skilled in observability, automation, and translating operational insights into meaningful customer outcomes.Expertise in designing and implementing monitoring design and Architectures for end customers in Azure (or AWS/GCP)
3+ years of experience in designing Observability and monitoring solutions in Azure(or AWS/GCP), SLO/SLI Implementation is a plus.
3+ years of experience in an external client facing role or customer handling.
+ **Degree:** Bachelor's or master's degree in computer engineering (or equivalent)
+ **Customer Obsession** : Passion for customers and focus on delivering the right customer experience.
+ **Growth Mindset** : Openness and ability to learn new skills and technologies in a fast-paced environment.
+ **Excellent Communication** : Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
+ **Technical Skills** :
+ Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
+ Proven experience in designing and implementing monitoring solutions for customers.
+ Extensive experience with monitoring tools and platforms
+ Advanced certifications in SRE or related fields.
+ Experience in observability, SRE OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, AzureMonitor, AI, ML
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Assists others in achieving goals.
+ Broad technical expertise and industry knowledge.
+ Ability to manage hiring and termination actions and training for multiple employees.
+ Manages performance appraisals and pay reviews for team members.
+ Accountable for functional, operational, and program management.
**General Profile.**
+ Supervises daily tasks of the business, technical support and production teams
+ Responsible for team results
+ Works within established precedents and practices.
+ Evaluates and organizes information to solve for problems and challenges
+ Ability to work without supervision.
**Functional Knowledge**
+ Comprehensive understanding of processes, procedures, systems, and concepts.
**Business Expertise**
+ Ability to coordinate team efforts to achieve overall company and client goals.
**Impact**
+ Directly impacts the quality of services provided
+ Supports and trains team members to impact end user experiences
**Leadership**
+ Provides supervision including coaching and quality checks to support associate progress
**Problem Solving**
+ Solves problems and evaluates possible solutions using past technical experience.
**Interpersonal Skills**
+ Strong communication skills to share ideas and information.
**Responsibility Statements**
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches and gives feedback to team members to enhance performance.
+ Shares processes and business updates with the team.
+ Supervises the team to identify coaching opportunities.
+ Recommends training interventions when necessary.
+ Outlines best practices for associate growth and improvement.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Assists others in achieving goals.
+ Broad technical expertise and industry knowledge.
+ Ability to manage hiring and termination actions and training for multiple employees.
+ Manages performance appraisals and pay reviews for team members.
+ Accountable for functional, operational, and program management.
**General Profile.**
+ Supervises daily tasks of the business, technical support and production teams
+ Responsible for team results
+ Works within established precedents and practices.
+ Evaluates and organizes information to solve for problems and challenges
+ Ability to work without supervision.
**Functional Knowledge**
+ Comprehensive understanding of processes, procedures, systems, and concepts.
**Business Expertise**
+ Ability to coordinate team efforts to achieve overall company and client goals.
**Impact**
+ Directly impacts the quality of services provided
+ Supports and trains team members to impact end user experiences
**Leadership**
+ Provides supervision including coaching and quality checks to support associate progress
**Problem Solving**
+ Solves problems and evaluates possible solutions using past technical experience.
**Interpersonal Skills**
+ Strong communication skills to share ideas and information.
**Responsibility Statements**
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches and gives feedback to team members to enhance performance.
+ Shares processes and business updates with the team.
+ Supervises the team to identify coaching opportunities.
+ Recommends training interventions when necessary.
+ Outlines best practices for associate growth and improvement.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Assists others in achieving goals.
+ Broad technical expertise and industry knowledge.
+ Ability to manage hiring and termination actions and training for multiple employees.
+ Manages performance appraisals and pay reviews for team members.
+ Accountable for functional, operational, and program management.
**General Profile.**
+ Supervises daily tasks of the business, technical support and production teams
+ Responsible for team results
+ Works within established precedents and practices.
+ Evaluates and organizes information to solve for problems and challenges
+ Ability to work without supervision.
**Functional Knowledge**
+ Comprehensive understanding of processes, procedures, systems, and concepts.
**Business Expertise**
+ Ability to coordinate team efforts to achieve overall company and client goals.
**Impact**
+ Directly impacts the quality of services provided
+ Supports and trains team members to impact end user experiences
**Leadership**
+ Provides supervision including coaching and quality checks to support associate progress
**Problem Solving**
+ Solves problems and evaluates possible solutions using past technical experience.
**Interpersonal Skills**
+ Strong communication skills to share ideas and information.
**Responsibility Statements**
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches and gives feedback to team members to enhance performance.
+ Shares processes and business updates with the team.
+ Supervises the team to identify coaching opportunities.
+ Recommends training interventions when necessary.
+ Outlines best practices for associate growth and improvement.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.
 As a customer focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with world-class engineering-led support experience.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
Technically Oriented
With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content.
Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues.
Customer Solution Lifecycle Management
With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts.
Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.
Relationship/Experience Management
Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features.
With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues.
**Qualifications**
Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering 
OR equivalent experience. 
6+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
4+ years of Experience with being on-call and driving mitigation for mission critical incidents.
Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies:
+ Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
+ Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
+ Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.
+ Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
Customer Obsession: Passion for customers and focus on delivering the right customer experience.
Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.
 As a customer focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with world-class engineering-led support experience.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**
Technically Oriented
With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content.
Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues.
Customer Solution Lifecycle Management
With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts.
Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.
Relationship/Experience Management
Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features.
With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues.
**Qualifications**
Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering 
OR equivalent experience. 
6+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
4+ years of Experience with being on-call and driving mitigation for mission critical incidents.
Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies:
+ Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
+ Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
+ Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.
+ Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
Customer Obsession: Passion for customers and focus on delivering the right customer experience.
Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
**Job Track Description:**
+ Assists others in achieving goals.
+ Broad technical expertise and industry knowledge.
+ Ability to manage hiring and termination actions and training for multiple employees.
+ Manages performance appraisals and pay reviews for team members.
+ Accountable for functional, operational, and program management.
**General Profile.**
+ Supervises daily tasks of the business, technical support and production teams
+ Responsible for team results
+ Works within established precedents and practices.
+ Evaluates and organizes information to solve for problems and challenges
+ Ability to work without supervision.
**Functional Knowledge**
+ Comprehensive understanding of processes, procedures, systems, and concepts.
**Business Expertise**
+ Ability to coordinate team efforts to achieve overall company and client goals.
**Impact**
+ Directly impacts the quality of services provided
+ Supports and trains team members to impact end user experiences
**Leadership**
+ Provides supervision including coaching and quality checks to support associate progress
**Problem Solving**
+ Solves problems and evaluates possible solutions using past technical experience.
**Interpersonal Skills**
+ Strong communication skills to share ideas and information.
**Responsibility Statements**
+ Delivers quality, productivity, and compliance KPI reports.
+ Coaches and gives feedback to team members to enhance performance.
+ Shares processes and business updates with the team.
+ Supervises the team to identify coaching opportunities.
+ Recommends training interventions when necessary.
+ Outlines best practices for associate growth and improvement.
+ Performs other duties as assigned.
+ Complies with all policies and standards.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form ( . Complete the form and then email it as an attachment to . You may also click here to access Conduent's ADAAA Accommodation Policy ( .

About the Role

As a Customer Experience Specialist, you are the face of Charitable Impact (client name) and the first point of contact for our users, which include donors, communities, companies, and charities. You are an enthusiastic and driven brand ambassador who nurtures giving journeys through inbound emails, calls, and chats.

Support includes educating users on Charitable Impact's features, empowering communities with fundraising strategies, processing transactions, and managing ongoing relationships. As a member of our Donor Engagement and Experience team, you confidently and consistently promote Charitable Impact's products and services while providing excellent user support.

You will also play a key role in Customer Success , ensuring donor satisfaction, identifying opportunities for continued engagement, and helping users achieve their philanthropic goals through proactive follow-ups and personalized guidance.

Key Responsibilities

• Educate users on new features such as fundraising pages and donation matching to help them meet their giving goals.
• Deliver exceptional service by accurately and efficiently processing transactions and administrative tasks.
• Manage donor relationships and proactively promote additional services such as the Charitable Investment Program.
• Drive adoption and retention by engaging with users and communities.
• Improve internal processes and systems to enhance customer experience, team efficiency, and collaboration.
• Collect user feedback and contribute to team documentation such as guides and workflows.

Preferred Candidate Skills

• Embody values of trust, teamwork, and accountability.
• Excellent written and verbal communication skills.
• Strong ability to manage multiple clients, projects, and priorities in a fast-paced environment.
• Minimum 5 years of experience in a client-facing role including Customer Support, Voice Support, Email and Chat Support.
• Prior experience in Customer Success or Account Management with a focus on tracking user outcomes, conducting success reviews, and driving retention is an advantage.
• Self-motivated and proactive team player who thrives in a remote work environment.

Must Have

• Reliable high-speed internet connection for uninterrupted calls, live chats, and Zoom meetings
• Quiet, professional home setup suitable for both phone and video interactions
• Experience working with North American companies or customers with strong awareness of cultural nuances in communication and service delivery
• Flexibility to provide support during the Giving Season (December) , including potential coverage on Christmas Eve or Day and New Year’s Eve or Day
• Availability to work non-traditional hours aligned with North American time zones (PST or EST), including adjustments during daylight savings