Tier II Customer Experience Specialist bei The Agora Companies

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