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 chance 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.

📌 Subject Matter Expert (India)
🏢 IntouchCX
📍 India