About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.
As Subject Matter Expert (CSR2), You Will…
Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes
Be advocates and role models for our CSRs
Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs
Perform other duties as assigned
As Subject Matter Expert (CSR2), You Have…
High school diploma or equivalent (required)
2+ years experience in the call center and/or customer service industry
Experience in coaching and mentoring
Knowledge of call center systems, ACD/IVR and performance statistics
Ability to work a variety of shifts, including days, evenings, and holidays
Superior communication skills: Listening, verbal and written
Skills in MS Office programs (Word, Excel and PowerPoint)
Ability to type 30 WPM with accuracy
Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
Ability to build rapport with clients and interact with team members at various position levels
Engaging and successful communicator, speaker, and facilitator
Ability to develop employees through positive motivation
Strong analytical, problem solving and decision-making skills
Comfort with technology and frequent technological change
Adaptable to change and innovation
Act as a role model and exemplify behaviors in line with our cultural values
Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- High school diploma or equivalent
- 2+ years of experience in the call center and/or customer service industry
- Experience coaching and mentoring
- Knowledge of call center systems, ACD/IVR, and performance statistics
- Ability to work days, evenings, and holiday shifts
- Superior listening, verbal, and written communication skills
- Proficiency with Microsoft Word, Excel, and PowerPoint
- Ability to type 30 WPM accurately
- Leadership, critical thinking, and problem-solving skills
- Ability to build rapport with clients and interact with team members at multiple levels
- Communication, speaking, and facilitation skills
- Ability to develop employees through positive motivation
- Strong analytical, problem-solving, and decision-making skills
- Comfort with technology and frequent technological change
- Adaptability to change and innovation
- Ability to model organizational cultural values
- Strong time management, organizational, and prioritization skills
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
