Key Responsibilities
Specifically, the Senior CX Associate at Peach can expect to undertake the below listed tasks and activities:
Ensuring customer satisfaction, especially in challenging situations
Handle the customer cases that need extra attention the ones that are tricky, urgent, or need coordination across teams
Notice when the same issues keep popping up and bring it up to our team so we can do something about it.
Make sure customer feedback actually reaches the people who can act on it
Driving Process Improvement
Work with the CX Manager and QA Lead to find what's not working and fix it.
Help audit how we're talking to customers, are we professional? Accurate? Actually helpful?
Maintain our playbooks, scripts, and guides that help the team do their jobs well
Partner with Sales, Product, and Marketing to turn customer feedback into real improvements.
Run small pilot projects with collaboration from the CX Manager and QA lead to figure out what works before we scale it.
Bridging Customer Experience and Sales
Work with the Sales, Marketing, and QA teams to make sure we're qualifying leads properly before handing them off.
Help refine how we score leads so we're focusing on the right opportunities.
Keep our CRM clean and accurate (yes, we know it's tedious, but it matters).
Share insights on what's working and what's not in the lead qualification process.
Supporting Team Growth and Development
Help onboard and train new CX Associates and interns
Manage schedules so we have coverage when we need it
Coach people to get better at their jobs, and celebrate when they do
Driving Action Through Data
Track the metrics that matter: lead quality, response times, QA scores, customer sentiment
Define reports that actually make sense
Use what you learn to recommend changes that will make a difference
Skills, Knowledge and Expertise
3+ years in customer experience, client relations, or operations (bonus if it's in automotive, tech, or e-commerce)
Proven experience leading others (formally or informally) with a track record of helping team members improve.
Strong understanding of lead qualification and sales funnel management.
Hands-on experience using CRM and analytics tools such as Freshsales, Google Workspace, Excel, or Data Studio.
Ability to analyze data, identify key insights, and focus on what truly matters.
Excellent communication skills, both written and verbal.
Skilled at handling conflict constructively and maintaining positive working relationships.
Highly organized, with the ability to manage multiple priorities effectively.
Flexible and comfortable working across different teams or locations as required.