Tier II Customer Experience Specialist

14 WestHunt Valley, Maryland, United StatesHybrid, Onsite

Who are we?

The Agora Companies service 10+ affiliated publishing groups all around world. These publishing groups are focused on developing information and products that help individuals control their own destiny when it comes to matters of finance, health and lifestyle.We believe strongly in nurturing and developing our team members and don’t just hire to fill gaps. We see every individual as crucial to success of our mission and purposefully create opportunities for them to grow along with the organization.The Agora Companies is searching for a Tier II Customer Experience Specialist to join one of our leading research and education platforms focused on private market investing.

This affiliated company provides individual investors with the tools, insights, and resources they need to confidently evaluate startups, pre-IPO companies, and other private market opportunities.The Tier II Customer Experience Specialist will serve as a trusted partner for our subscribers. In this role, you’ll handle escalated customer inquiries, provide clear and timely solutions, and ensure every subscriber enjoys a seamless experience with our products and services. If you’re looking to be challenged and build a long-standing career within a rapidly growing company, this is the place for you.

Responsibilities:

Manage escalated customer inquiries with professionalism, empathy, and attention to detail.
Handle inbound and outbound phone calls with subscribers, delivering a responsive and supportive experience.
Provide accurate information about our publications, services, and account options, with a focus on clarity and customer understanding.
Document and track customer interactions to identify patterns and share insights with the team.
Collaborate closely with editors, marketing, and product teams to stay current on new offerings and customer needs.
Contribute to the customer knowledge base by documenting common issues and solutions.
Support and mentor Tier I specialists by modeling best practices in communication and problem-solving.

Qualifications:

Have 1–2 years of customer service, technical support, or communication-related experience.
Possess excellent verbal and written communication skills with a customer-first mindset.
Be proactive, solutions-oriented, and comfortable handling challenging situations.
Thrive in a fast-paced environment while working independently and taking initiative.
Be eager, driven, and coachable.
Background in financial services, fintech, or publishing.
Experience with customer support platforms or CRMs (e.g., Zendesk, Salesforce, Intercom).

Compensation Range –

$45,000 - $55,000 (plus commission incentives)

Location(s) & Work Arrangement –

Hunt Valley / Hybrid

What We Offer

We offer a wide variety of benefits, programs, and services to our employees, including:

Medical, vision, and dental insurance plans
401(k) plan with employer matching
Generous vacation time and paid holidays
Casual dress code
Highly flexible environment

Life at 14 West

"We're not just an address. We're an open door." Most people know us because we share a long history and heritage with The Agora Companies. The Agora is a network for more than 20 publishing and media outlets worldwide. And we are the business and workplace services experts that support nearly all of them in one way or another. Our services include: Personnel & Talent Acquisition, Communications, Marketing Intelligence, Legal, Financial Services, Operations, Global Technologies, and Information Security. Essentially, 14 West offers The Agora Companies and their employees the unique luxury to do the work they want to do rather than the work they have to do. They get to focus on their research, copy and marketing. We work passionately to help protect, guide and grow their workplaces. But you're likely here either because 1) you're interested in joining one of our teams. In which case, you can learn more about each service division and how you could contribute by visiting Our Services on 14west.us. You can also get a feel for what we do and how we do it by subscribing to our blog WestWord. Or 2) you heard 14 West can help open the door to a rewarding career within The Agora. Well, you heard right. The 14 West Talent team is the first call hiring managers make when they suspect they need a new star. And we will not let them down. Getting into one of these companies won't be a walk in the park. But it will be worth it. Either way, you've got to be a certain type of person looking for a certain type of environment. We've inherited a number of traits from The Agora's founders and leaders - and like them, we work hard. We like unique perspectives. We believe our time is better spent testing new ideas than perfecting old ones. And we give people the freedom and resources they need to forge their own path. So while there are no guarantees, there are no limitations. Sound good Follow our social media pages to be the first to know when opportunities develop.

Thrive Here & What We Value- Collaborative Environment- Emphasis on Professional Development- Encourages Creativity and Innovation- Focus on Quality and Excellence- Positive WorkLife Balance- Dynamic, AwardWinning Employer- Casual Work Environment but HighQuality Expectations- Hybrid Office Environment (Some Days from Home and Others from the Monument Traders Alliance’s Headquarters)- A Diverse Team of Driven Professionals- Supportive team