Business Consulting - CX Support

Job Title: CX Support Consultant

Role Overview

The CX Support Consultant is responsible for supporting customer experience (CX) operations by handling customer issues, coordinating with internal teams, and ensuring service quality meets defined standards. The role focuses on operational execution, issue resolution, and continuous improvement of customer journeys.

Key Responsibilities

• Provide day-to-day customer experience support across multiple channels ( call center, email, chat, digital platforms)
• Handle and resolve customer issues, inquiries, and complaints in a timely and professional manner
• Analyze customer feedback, tickets, and service data to identify recurring issues and improvement opportunities
• Coordinate with internal teams (IT, Operations, Product, Marketing) to support issue resolution and service enhancements
• Support CX process documentation, service workflows, and standard operating procedures (SOPs)
• Assist in monitoring service performance against SLAs, KPIs, and CX metrics ( CSAT, NPS)
• Prepare reports and insights for stakeholders on customer experience trends
• Support CX initiatives, pilots, and improvement projects as assigned

Qualifications & Skills

• Bachelor’s degree in Business, Marketing, Communications, IT, or related fields
• 2–5 years of experience in customer support, service operations, or CX-related roles
• Strong communication and problem-solving skills
• Experience working with CRM, ticketing, or customer support systems
• Ability to work in a fast-paced, client-facing environment
• Good analytical skills with attention to detail