[Remote] Customer Experience Specialist

Note: The job is a remote job and is open to candidates in USA. REMAX is seeking a detail-oriented Customer Experience (CX) Specialist. This role provides essential operational support to the CX team, ensuring that surveys, reporting, documentation, and communications run smoothly.

Responsibilities

• Refresh recurring reports (e.g., event or post‑interaction surveys) following established templates and processes
• Perform initial QA on reporting data: Validate counts, filters, segments, and date ranges Confirm trends look accurate and consistent with prior data Distribute dashboards or summary updates according to cadence and stakeholder lists
• Maintain trackers for survey performance, response rates, and reporting schedules
• Draft internal update emails, release notes, and announcements related to surveys, reporting cycles, and CX program changes
• Post communications to SharePoint, Teams channels, or distribution lists
• Support the CX Analysts with preparation of content for readouts, workshops, and presentations
• Serve as the primary maintainer of the CX SharePoint site
• Update pages, upload new materials, archive outdated content, and maintain clean structure and version control
• Manage SharePoint permissions according to governance standards
• Assist with preparation for CX workshops, including journey mapping, persona sessions, and insight readouts
• Take notes, prepare artifacts, and handle logistics (invites, room setup, virtual tools)
• Maintain CX team calendars, project trackers, and documentation repositories
• Support ad hoc tasks across the CX program portfolio
• Build surveys in Qualtrics using approved instruments, applying appropriate logic, embedded data, branching, and branding
• Conduct end-to-end QA and testing
• Manage survey versions, change logs, and launch schedules
• Troubleshoot issues and escalate to the CX Analysts or Director when needed
• Engage, and build relationships with potential new REMAX agents through personalized, high-touch recruitment strategies
• Serve as the primary point of contact for candidates, guiding them through the recruitment process with professionalism and attention to detail
• Conduct discovery meetings, explain the REMAX value proposition, and address candidate questions and concerns
• Collaborate with the Marketing and Education teams to ensure alignment on recruitment goals and processes

Skills

• Bachelor's degree in Business Administration, Data Analytics, Marketing, Customer Experience, or a related field
• Experience in process design, development and improvement
• 1–2 years of experience in coordination, project support, operations, research, marketing, or related field
• Strong analytical and problem-solving skills with a focus on translating data into actionable insights
• Familiarity with CRM tools like Salesforce or Zendesk
• Excellent communication skills, both written and verbal, to present data insights effectively to stakeholders
• Strong organizational skills and ability to manage multiple projects simultaneously
• Customer-focused mindset with a passion for improving experiences and delivering value
• Detail-oriented and curious, with a drive to uncover root causes and solutions
• Collaborative team player who thrives in a dynamic, fast-paced environment

Benefits

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at REMAX

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