BusRight

Customer Experience Manager

BusRight

full-time

Posted on:

Location Type: Remote

Location: Florida • Massachusetts • United States

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About the role

  • Spend at least 4 hours per day on the phone with customers in trainings, onboardings, support intake, and just sharing a laugh with transportation directors around the country
  • Own customer onboarding and implementation, managing multiple projects simultaneously
  • Serve as the primary point of contact and trusted partner for assigned accounts
  • Build deep relationships across stakeholder groups — from drivers to superintendents
  • Lead product training sessions and drive adoption across entire organizations
  • Provide hands-on support via phone and email — from “Why won’t this route save?” to tablet troubleshooting
  • Monitor account health, usage, and sentiment to proactively mitigate risk
  • Conduct regular check-ins and quarterly account reviews
  • Collaborate closely with Product, Engineering, Support, Sales, and Operations to advocate for customer needs
  • Translate customer feedback into actionable insights for the broader team
  • Maintain clear documentation and follow-through
  • When paired with a CXA, provide guidance, delegation, and mentorship to ensure high-quality execution.

Requirements

  • 2–5+ years in Customer Experience, Customer Success, or Support
  • Willing and able to travel to the broader continental United States for Customer On-Site visits.
  • A “glass half full” mindset — you see challenges as opportunities to solve problems creatively
  • Highly organized and detail-oriented — you don’t let things slip through the cracks
  • A strong writer and genuine communicator — approachable, personable, and confident
  • Comfortable getting hands-on, learning new systems, and figuring things out in real time
  • Naturally curious and energized by building authentic relationships
  • Resourceful in independent problem-solving while collaborative with the team
  • B2B SaaS experience preferred; education or public sector experience is a plus
Benefits
  • Competitive salary and equity at a high-growth, mission-driven startup
  • The chance to engage with some of the most down-to-earth, salt-of-the-earth leaders in the country
  • Direct influence in shaping scalable CX systems alongside experienced operators
  • A scrappy, compassionate, customer-first team that believes doing things “so kind it feels like magic”.
  • A culture that values difference, perspective, and building something meaningful together
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer experiencecustomer successsupportrelationship buildingproblem solvingorganizationcommunicationcollaborationmentorshipdocumentation