Customer Experience Specialist
$25/h-$30/h
a day ago
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HybridFull-timeEntry
Summary
Financial Times is seeking a Customer Experience Specialist to join their Customer Experience & Loyalty Marketing team in New York, NY. The role involves delivering personalized, high-value experiences to FT trialists and subscribers.
About the Role
As a Customer Experience Specialist, you will handle virtual appointments and outbound engagement calls with subscribers, help them navigate FT's digital platforms, and improve their subscription benefits. You will act as a subject matter authority on FT content and tools, maintain a proactive approach to outreach, and adapt to evolving campaign strategies. Your performance will be measured against critical metrics, and you will identify upsell or retention opportunities during conversations.
About You
Required:
- 1-2 years of experience in a customer-facing role.
- Strong verbal communication skills and the ability to establish trust.
- Comfortable guiding customers through digital products with a personalized approach.
- Strong understanding of customer retention and proficiency in identifying upselling and cross-selling opportunities.
- Meticulous with a data-driven attitude.
- Self-disciplined with excellent time management.
- Passion for customer experience and an interest in FT or similar content.
Preferred:
- Curious and skilled in asking thoughtful, probing questions.
Benefits
- Generous annual leave.
- Health coverage.
- 401(k) with company match.
- Inclusive parental leave packages.
- Subsidised gym memberships.
- Opportunities to give back to the community.
- 50% hybrid working model with flexible working arrangements.
Financial Times
About the Financial Times The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. The FT has a record paying readership of one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news and services for the global business community. Learn more about the FT, including announcements and career opportunities, at aboutus.ft.com. Subscribe at subs.ft.com.
New York, NY