Customer Experience Associate

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Act as the main point of contact for incoming partner inquiries through email, phone, and chat.

• Oversee a high volume of multi-channel queues utilizing Zendesk, Slack, and phone while meeting SLA targets and maintaining quality standards.

• Provide exceptional support to brand and retail partners, including proactive status updates and clear paths for resolution.

• Conduct outbound follow-up on open cases, escalations, and communications that are sensitive to relationships.

• Oversee and manage the entire order workflow, including intake, fulfillment coordination, exception handling, and delivery resolution.

• Process and monitor order adjustments, cancellations, returns, and changes at the account level.

• Assist with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance.

• Identify recurring issues with orders or accounts and escalate documented patterns to supervisors.

• Collaborate with Operations, Sales, Finance, and Compliance teams to address partner-facing issues.

• Keep accurate records of partner interactions, case notes, and resolution steps in CRM/ticketing systems.

• Contribute to the maintenance of the knowledge base and recommend improvements to processes.

• Support various ad hoc projects, testing, and process rollouts as directed by CX leadership.

• Achieve or surpass KPIs, including response time, resolution rate, CSAT, and contact quality scores.

• Engage in coaching sessions, QA reviews, and team calibration activities.

• Highlight partner feedback and recurring pain points for product and process enhancement.

⛳️ Requirements

• Minimum of 2 years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace setting.

• Excellent written and verbal communication skills in English, with a keen attention to grammar, tone, and accuracy across both digital and voice channels.

• Proven capability to manage high-volume, multi-channel queues while maintaining consistent quality and responsiveness.

• Familiarity with CRM and ticketing systems (such as Zendesk, Salesforce, Freshdesk, or similar) and a willingness to learn new platforms swiftly.

• Strong understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing.

• Ability to work independently in a remote setting with reliable internet access, adhering to meeting schedules and attendance requirements.

• Strong organizational skills and the capacity to manage multiple open cases simultaneously without compromising quality.

• De-escalation skills and the ability to handle challenging partner conversations with empathy, patience, and professionalism.

• Availability to work a schedule aligned with US Pacific or Eastern business hours.

🏝️ Benefits

• Competitive salary based on experience and market standards.

• Fully remote work environment with a structured, collaborative team culture.

• Exposure to a rapidly growing, technology-driven distribution platform operating at scale.

• Clear performance expectations along with coaching and development support.

• Opportunities for advancement within a CX organization that is committed to investing in systems, personnel, and operational excellence.