Program Specialist

Job Requirements

• College degree preferred; open to varied educational backgrounds

• Minimum 4 years of experience in a customer service and/or customer support environment

• Strong analytical skills with the ability to translate complex data into clear, actionable insights

• Experience working with both structured and unstructured data for reporting and dashboard creation

• Proficiency in creating visually appealing reports and presentations tailored to varied audiences

• Basic understanding of cryptocurrency concepts and products for retail customers

Preferred Skills

• Experience in Learning & Development or Training roles

• Working knowledge of customer experience and business intelligence tools such as Looker, Qualtrics, Salesforce, Talkdesk, or Sprinklr

• Expertise in blockchain technology and deep understanding of cryptocurrency

• Proven success in driving process improvement initiatives

Job Responsibilities

• Coordinate and promote adoption of programs that connect employees to customer and front-line experiences

• Analyze quantitative and qualitative data to identify and articulate top customer pain points

• Prepare and present regular reporting on customer experience metrics and issues to stakeholders

• Conduct root cause analysis in specific product areas to identify opportunities for improvement

• Develop and recommend process improvements to strengthen feedback loops between customers and internal teams

• Create and maintain dashboards and tools for self-service VoC capabilities

• Track and measure the impact of customer experience and product improvement efforts to ensure objectives are met

Pay Details: $25.00 to $33.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.entegee.com/candidate-privacy-information-statement/

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.