Service Designer

We are looking for a Service Leader who combines operational insight, agent enablement, and content design expertise. In this role, you will empower CX agents with the right tools, guidance, and knowledge to deliver outstanding customer experiences. By analyzing agent interactions, recurring tickets, and QA data, you will identify customer pain points and translate them into actionable solutions, content updates, and product improvements.

This role sits at the intersection of CX operations, product insights, and content strategy, ensuring agents are always equipped and customers experience seamless journeys.

• Agent Enablement & Content Design:
  • Create high-quality, actionable content for agents (guides, FAQs, walkthroughs, quick-reference materials, and eLearning modules).
  • Translate complex product features, policies, and workflows into simple, scannable, and practical content.
• Support Insights & Customer Experience:
  • Monitor ticket trends, agent feedback, and QA metrics to identify recurring friction points.
  • Surface agent-observed & customer pain points to Product for actionable improvements.
• Cross-Functional Collaboration:
  • Partner with Product Managers, Ops, QA, and Training teams to co-design process or content solutions.
  • Facilitate alignment sessions, feedback loops, and knowledge sharing across teams.
• Continuous Improvement:
  • Maintain, iterate, and optimize all agent-facing content for accuracy, clarity, and usability.
  • Proactively identify gaps in agent knowledge or recurring customer pain points and recommend solutions.
• Operational Excellence & Metrics:
  • Maintain a friction log and track resolution status for recurring issues.
  • Measure success via agent readiness, ticket volume reduction, content usage, and customer satisfaction improvements.