Customer Experience Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a variety of guest and host interactions via chat, email, phone, and SMS.

• Address booking concerns and facilitate communication between hosts and guests.

• Accurately handle cancellations and modifications.

• Utilize AI assistance tools and the knowledge base to formulate and verify responses.

• Refine responses for precision and tone prior to dispatching.

• Recognize opportunities to exceed customer expectations.

• Report recurring issues, unclear policies, and product challenges to Specialists and leadership.

• Achieve response-time and quality benchmarks.

• Keep thorough and detailed case notes.

• Engage in standup meetings, Slack discussions, and team culture initiatives.

⛳️ Requirements

• 1–2 years of experience in customer service, hospitality, support, or related fields.

• Excellent writing abilities with a keen eye for detail.

• A sense of humor and a genuine passion for assisting others.

• Empathy and a customer-centric mindset.

• Capability to manage cases to resolution and recognize when escalation is necessary.

• Comfort with technology and AI assistance tools.

• Skill in assessing AI-generated responses for accuracy and tone.

• Flexibility to adapt to new tools and policy changes.

• Ability to analyze queue and quality metrics.

• Experience in third-party marketplaces is a plus.

• Familiarity with Intercom is an added advantage.

🏝️ Benefits

• Complete coverage of medical, dental, and vision insurance for employees.

• Annual professional development allowance of $500.

• Discounts on all Peerspace bookings.

• Provision of a laptop, high-resolution display, and stipend for home office setup.

• Monthly credits for cell phone and internet expenses.

• Annual company-wide offsite and team-building events.

• Company-wide observed Wellness Days.