Mid Level Customer Service Associate Jobs
Mid level customer service associate jobs go to professionals ready to own complex customer interactions, mentor junior staff, and resolve escalations with minimal oversight. Hiring runs across Technology & Software, Manufacturing, and Distribution & Wholesale, with employers like Amazon, Suburban Propane, and TikTok competing for customer service associates at this level now.
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Showing 5 of 362+ Mid Level Customer Service Associate jobs
INTRODUCTION
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
ROLE AND RESPONSIBILITIES
Analyst, Technical Customer Manager - FSI
Why We Have This Role
The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving measurable business impact. In this role, you will partner with customers throughout their lifecycle - from program delivery and onboarding to ongoing optimization, adoption and value realization. You will act as the primary technology trusted advisor for your portfolio, leading medium and large-scale software implementations and optimizing our technology to address individual challenges, ultimately building our customers into lifelong Qualtrics champions.
How You'll Find Success
You will find success by blending exceptional customer and project management skills with a focus on technical platform adoption, renewals, and expansion. You will lead project teams to deliver complex programs within our specific Industry Verticals and Region, ensuring your customers deepen and broaden their usage of the platform. By influencing customers to shape their feedback programs and being resourceful when facing challenges, you will drive leading indicators of success, value realization, and Net ARR growth.
How You’ll Grow
- Master advanced technical implementation: You will develop deep, hands-on expertise in the Qualtrics platform, evolving into a trusted technology advisor who leads medium and large-scale enterprise software implementations.
- Elevate your executive influence and consulting skills: You will build strong relationships with senior customer program owners and decision-makers, honing your ability to shape strategic feedback programs and guide large, complex organizations through business transformations.
- Develop commercial and portfolio leadership: By proactively monitoring account health and defining expansion strategies, you will move beyond standard project execution to directly drive portfolio performance, value realization, and account growth.
- Expand your cross-functional and industry footprint: You will act as the critical bridge collaborating internally with project managers, engineering, account executive and product teams, while deepening your specialized knowledge of significant industry shifts taking place in experience management.
Things You'll Do
- Portfolio Leadership: Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle.
- Portfolio Performance: Monitor portfolio performance using customer health, adoption, maturity and value realization to proactively manage risk and identify growth opportunities.
- Account Growth & Maturity: Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance.
- Strategic Project Management: Partner with customers to provide expertise leading to the alignment of project goals and timely execution.
- Risk & Quality Management: Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements.
- Cross-functional Collaboration: Collaborate with internal teams to support your customer’s experience and maintain account health.
BASIC QUALIFICATIONS
The ideal candidate combines technical expertise, consulting skills and a passion for helping customers transform their business through technology.
- 3+ years of experience: Successfully working with large, complex organisations to execute and advise on customer facing programs that deliver sustainable business outcomes.
- Technical Aptitude: High interest in learning the Qualtrics platform and new technologies and deployment of technical expertise with customers at scale.
- Consulting & Program Management: Proven ability to plan and execute multiple concurrent projects on time and budget, with a blend of consulting and internal-customer experience. Collaborating with project managers, consultants, architects and product teams to support delivery of specific outcomes.
- Customer Engagement: Ability to lead workshops, knowledge transfer sessions, utilise data and metrics to communicate understanding and produce high quality customer facing documentation.
- Stakeholder Influence: Ability to build relationships with senior customer program owners and decision makers.
- Industry Experience: Good understanding of significant industry shifts taking place in experience management in one or more specific industries.
- Entrepreneurial spirit: High tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
- Education: Bachelor’s degree in science, technology, engineering, or business-related field.
- Willingness to Travel: Able to travel up to 25% to engage with clients and teams.
What You Should Know About This Team
Key Responsibilities
Help Customers Grow
- Build and maintain strong customer stakeholder relationships to deeply understand the context, ambition and strategic business goals for the customers within your portfolio.
- Define and execute your strategy for retaining, maturing and expanding customer accounts; including assessing customer usage and implementing new capabilities to enhance their programs.
- Develop success plans aligned with customer business goals and technology roadmaps.
- Monitor customer health, platform utilisation and adoption metrics to identify opportunities for increased value.
- Contribute to a culture of accountability, collaboration and continuous improvement to drive high quality customer outcomes.
Provide Technical & Execution Expertise
- Develop and maintain technical competence on the Qualtrics platform, ensuring a deep understanding of the leading indicators of customer adoption, ACV retention and value realisation.
- Utilize experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will support the delivery of value driving outcomes and enhance their program.
- Lead specific project implementations for new customers to your portfolio and existing customers; including cross functional / cross team project teams consisting of Technical Services Consultants and XM Advisors, with the objective to deliver on project goals and objectives.
- Conduct regular risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery and account lifecycle.
Demonstrate Operational Rigor
- Execute implementation and account management activities in accordance with global standard practices, ensuring rigorous account and project tracking and proactive risk and issue management.
- Ensure all project and account documentation and artefacts are developed, maintained.
- Stay current with product and strategic customer journey enhancements.
Key Success Measures
For customer accounts within your portfolio over a 12 month period:
Customer Value
- Net ARR.
- Customer adoption and maturity of customer account.
- Customer satisfaction and advocacy.
Successful Execution
- Billable Utilization attainment.
- Time to Value for customers following delivery of new capabilities (measured by level of consumption 60 days following go-live milestone).
- Time to Deliver new capabilities for customers in your portfolio.
- Rigorous scope management measured by level of Variance on Completion (VAC) of specific project deliverables.
OUR TEAM’S FAVORITE PERKS AND BENEFITS
- Comprehensive Health & Wellness: Robust medical, dental, and vision insurance packages for you and your dependents.
- Professional Growth & Mentorship: Structured onboarding, product training, and clear pathways for career advancement.
- Paid Time Off & Holidays: Generous paid vacation, sick leave, and paid company holidays.
- 401(k) Retirement Plan: Competitive matching company contributions to help secure your financial future.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act.
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.
INTRODUCTION
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
ROLE AND RESPONSIBILITIES
Analyst, Technical Customer Manager - FSI
Why We Have This Role
The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving measurable business impact. In this role, you will partner with customers throughout their lifecycle - from program delivery and onboarding to ongoing optimization, adoption and value realization. You will act as the primary technology trusted advisor for your portfolio, leading medium and large-scale software implementations and optimizing our technology to address individual challenges, ultimately building our customers into lifelong Qualtrics champions.
How You'll Find Success
You will find success by blending exceptional customer and project management skills with a focus on technical platform adoption, renewals, and expansion. You will lead project teams to deliver complex programs within our specific Industry Verticals and Region, ensuring your customers deepen and broaden their usage of the platform. By influencing customers to shape their feedback programs and being resourceful when facing challenges, you will drive leading indicators of success, value realization, and Net ARR growth.
How You’ll Grow
- Master advanced technical implementation: You will develop deep, hands-on expertise in the Qualtrics platform, evolving into a trusted technology advisor who leads medium and large-scale enterprise software implementations.
- Elevate your executive influence and consulting skills: You will build strong relationships with senior customer program owners and decision-makers, honing your ability to shape strategic feedback programs and guide large, complex organizations through business transformations.
- Develop commercial and portfolio leadership: By proactively monitoring account health and defining expansion strategies, you will move beyond standard project execution to directly drive portfolio performance, value realization, and account growth.
- Expand your cross-functional and industry footprint: You will act as the critical bridge collaborating internally with project managers, engineering, account executive and product teams, while deepening your specialized knowledge of significant industry shifts taking place in experience management.
Things You'll Do
- Portfolio Leadership: Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle.
- Portfolio Performance: Monitor portfolio performance using customer health, adoption, maturity and value realization to proactively manage risk and identify growth opportunities.
- Account Growth & Maturity: Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance.
- Strategic Project Management: Partner with customers to provide expertise leading to the alignment of project goals and timely execution.
- Risk & Quality Management: Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements.
- Cross-functional Collaboration: Collaborate with internal teams to support your customer’s experience and maintain account health.
BASIC QUALIFICATIONS
The ideal candidate combines technical expertise, consulting skills and a passion for helping customers transform their business through technology.
- 3+ years of experience: Successfully working with large, complex organisations to execute and advise on customer facing programs that deliver sustainable business outcomes.
- Technical Aptitude: High interest in learning the Qualtrics platform and new technologies and deployment of technical expertise with customers at scale.
- Consulting & Program Management: Proven ability to plan and execute multiple concurrent projects on time and budget, with a blend of consulting and internal-customer experience. Collaborating with project managers, consultants, architects and product teams to support delivery of specific outcomes.
- Customer Engagement: Ability to lead workshops, knowledge transfer sessions, utilise data and metrics to communicate understanding and produce high quality customer facing documentation.
- Stakeholder Influence: Ability to build relationships with senior customer program owners and decision makers.
- Industry Experience: Good understanding of significant industry shifts taking place in experience management in one or more specific industries.
- Entrepreneurial spirit: High tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
- Education: Bachelor’s degree in science, technology, engineering, or business-related field.
- Willingness to Travel: Able to travel up to 25% to engage with clients and teams.
What You Should Know About This Team
Key Responsibilities
Help Customers Grow
- Build and maintain strong customer stakeholder relationships to deeply understand the context, ambition and strategic business goals for the customers within your portfolio.
- Define and execute your strategy for retaining, maturing and expanding customer accounts; including assessing customer usage and implementing new capabilities to enhance their programs.
- Develop success plans aligned with customer business goals and technology roadmaps.
- Monitor customer health, platform utilisation and adoption metrics to identify opportunities for increased value.
- Contribute to a culture of accountability, collaboration and continuous improvement to drive high quality customer outcomes.
Provide Technical & Execution Expertise
- Develop and maintain technical competence on the Qualtrics platform, ensuring a deep understanding of the leading indicators of customer adoption, ACV retention and value realisation.
- Utilize experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will support the delivery of value driving outcomes and enhance their program.
- Lead specific project implementations for new customers to your portfolio and existing customers; including cross functional / cross team project teams consisting of Technical Services Consultants and XM Advisors, with the objective to deliver on project goals and objectives.
- Conduct regular risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery and account lifecycle.
Demonstrate Operational Rigor
- Execute implementation and account management activities in accordance with global standard practices, ensuring rigorous account and project tracking and proactive risk and issue management.
- Ensure all project and account documentation and artefacts are developed, maintained.
- Stay current with product and strategic customer journey enhancements.
Key Success Measures
For customer accounts within your portfolio over a 12 month period:
Customer Value
- Net ARR.
- Customer adoption and maturity of customer account.
- Customer satisfaction and advocacy.
Successful Execution
- Billable Utilization attainment.
- Time to Value for customers following delivery of new capabilities (measured by level of consumption 60 days following go-live milestone).
- Time to Deliver new capabilities for customers in your portfolio.
- Rigorous scope management measured by level of Variance on Completion (VAC) of specific project deliverables.
OUR TEAM’S FAVORITE PERKS AND BENEFITS
- Comprehensive Health & Wellness: Robust medical, dental, and vision insurance packages for you and your dependents.
- Professional Growth & Mentorship: Structured onboarding, product training, and clear pathways for career advancement.
- Paid Time Off & Holidays: Generous paid vacation, sick leave, and paid company holidays.
- 401(k) Retirement Plan: Competitive matching company contributions to help secure your financial future.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act.
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.
See All 362+ Mid Level Customer Service Associate Jobs
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Find JobsMid Level Customer Service Associate Job Market
Who's Hiring
- Amazon18
- Suburban Propane9
- TikTok7
- OVERJET7
- TikTok USDS Joint Venture7
Top Industries Hiring
- Technology & Software147
- Manufacturing21
- Distribution & Wholesale21
- Consulting & Professional Services18
- Retail16
Mid Level Customer Service Associate Jobs: Frequently Asked Questions
How do I get a mid level customer service associate job?
Position your experience around ownership and outcomes, not just task completion. Highlight moments where you resolved difficult escalations independently, improved a process, or coached a newer team member. Applications that show measurable impact, such as reduced handle times or improved satisfaction scores, stand out at this level. Tailor your resume to reflect the complexity you have managed, not just the volume.
Which companies hire mid level customer service associates?
Companies hiring mid level customer service associates right now include Amazon, Suburban Propane, and TikTok, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from established organizations that need experienced professionals to handle complex accounts, lead queue management, and serve as a resource for newer team members.
Are there remote mid level customer service associate jobs?
Yes, remote and hybrid options are well represented at this level. About 37% of mid level customer service associate openings are remote or hybrid as of November 2026, reflecting employer confidence in professionals who can manage workloads and customer relationships without direct supervision. Filtering by work setting on Migrate Mate will show you available options quickly.
How do I move up to a mid level customer service associate role?
Reaching mid level comes from consistently taking on more than your job description requires. That means volunteering to handle escalated cases, learning the product or service deeply enough to train others, and documenting the results of your work in ways you can point to later. Employers promoting from within, or hiring at this level, want to see a pattern of increasing responsibility and self-direction built over your earlier years.
Which industries hire the most mid level customer service associates?
Mid Level customer service associate roles concentrate in Technology & Software, Manufacturing, and Distribution & Wholesale, based on current listings on Migrate Mate as of November 2026. These sectors tend to drive mid level hiring because their customer relationships are complex enough to require experienced associates who can handle nuanced issues, retain accounts, and support less experienced colleagues on the team.