Exa News
Customer Experience: New Roles Shaping Exa’s Service
- Date Posted:
- Read time:
- 3 min read
- Written by: Exa Networks
At Exa, customer service isn’t some box we tick. It’s the whole game plan. When it comes to customer care, we don’t just solve problems; we get ahead of them, anticipate what you need and make sure you feel genuinely supported every step of the way.
That’s why we’ve introduced two brand-new roles that are already shaking things up: the Customer Experience Officer and the Customer Operations Specialist. But the real secret to making these roles and our entire service work? It’s where and how our teams operate.
Everyone together, all on one floor
Forget outsourced call centres or support scattered across who-knows-where. At Exa, every support-related team works from the same floor of our Bradford head office. That means:
Sales, Provisioning, Customer Operations and Support staff are literally a few steps away from each other.
No waiting hours or days for an answer because someone’s stuck in an email chain or a ticket queue.
Real people, talking face-to-face, solving your problems faster than you can say ‘Exa Networks’
This setup isn’t just convenient, it’s a massive advantage. When a customer has a question or hits a snag, the answer is never more than a quick chat away. Interdepartmental collaboration isn’t a process; it’s a culture.
Meet the people behind your customer experience
Customer Experience Officer – Think of this role as your personal advocate within Exa. From the moment you place an order, they oversee everything, ensuring smooth onboarding and following up after your service goes live. No surprises, no dropped balls.
Customer Operations Specialist – The numbers and feedback guru. They dive into what customers tell us and what the data shows, driving improvements across support, product development and service delivery.
How the Teams Work
The Customer Operations Team is split into two focused units:
Provisioning – handles setting up your service with precision.
Support – keeps everything running and deals with any issues after installation.
The Customer Operations Team Leader makes sure both teams work in sync, offering a seamless customer journey.
Why this matters to you
Because we’re all on the same floor, working shoulder-to-shoulder in Bradford, your problems get solved faster. That means less downtime, clearer communication, and a support experience that actually feels personal.
At Exa, we’re not interested in throwing your issue over a wall and hoping someone else deals with it. We own it, together.
As Exa grows, keeping our teams close physically and operationally means we stay agile, proactive, and always one step ahead in customer care.
No gimmicks. No gaps. Just service done right, from the heart of Bradford.
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