Customer Experience Specialist

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

📋 Description

• Manage a daily queue of customer interactions through email, chat, and marketplace messaging.

• Oversee cases until resolution, including follow-ups with warehouses and updates for customers.

• Track shipments using FedEx, UPS, USPS, and 3PL warehouse systems.

• Process replacements, refunds, and re-shipments.

• Submit damage and loss claims to the appropriate parties.

• Apply guidelines for approving refunds and replacements, as well as escalate exceptions when necessary.

• Identify recurring product and shipping issues and escalate them with supporting evidence.

• Respond to buyers from Amazon, Walmart, Target, Michaels, Macy's, and Shopify according to platform rules and response-time standards.

• Safeguard account health metrics, including response time, defect rate, valid tracking, and on-time delivery.

• Manage returns and A-to-z claims situations.

• Review conversations handled by AI and flag any missed answers.

• Verify AI-generated responses before making commitments to customers.

• Write and maintain help center articles.

• Assist in determining which issues are resolved by AI and which should be directed to a human agent.

• Utilize learnings from the queue to enhance automation processes.

• Compose clear, warm, and specific replies to customers.

• Take responsibility for service failures and ensure their resolution.

• Maintain review ratings and encourage repeat purchases.

⛳️ Requirements

• Exceptional written English; fluent, natural, and adept at adjusting tone based on the situation.

• Over 1 year of experience in customer support, e-commerce operations, or a comparable role (or a compelling case for your suitability without this experience).

• Proficient in spreadsheets: able to filter, perform lookups, and interpret tracking or order exports independently.

• A genuinely investigative mindset.

• Reliable internet connection.

• A quiet workspace.

• Availability during US business hours.

• Familiarity with Zendesk, Gorgias, or similar helpdesk platforms is a plus.

• Experience with Amazon Seller/Vendor Central, Walmart Seller Center, or Shopify is advantageous.

• Understanding of carrier tracking, claims processes, or 3PL workflows is beneficial.

• Experience working with AI tools in a support environment is a plus.

🏝️ Benefits

• Full-time remote work.

• Competitive compensation aligned with your market, paid reliably.

• Structured onboarding that allows for increasing responsibilities.

• Genuine exposure to e-commerce operations, logistics, marketplaces, and AI tools.

• Opportunities for growth into senior customer experience, operations, or quality roles as the company expands.