Customer Experience Specialist

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

📋 Description

• Oversee the customer support inbox, addressing inquiries related to subscriptions, billing, event access, and membership advantages.

• Diagnose and resolve login, access, and account-related issues across Skift’s digital platforms.

• Monitor and follow up on overdue payments.

• Aid in the invoicing and renewal processes.

• Ensure the accuracy of billing records.

• Contact event attendees, new subscribers, and members via phone or email to gather feedback and confirm details.

• Enhance the customer experience with Skift.

• Work collaboratively with subscriptions, events, and membership teams to ensure a smooth customer journey.

• Provide insights that contribute to improved retention and satisfaction.

• Keep customer records up-to-date.

• Help enhance internal support processes and resources.

⛳️ Requirements

• 1–3 years of experience in a customer support or customer-facing role.

• Excellent written and verbal communication skills, maintaining a professional and empathetic tone.

• Proficiency in HubSpot or a similar CRM tool.

• Experience with Stripe is mandatory.

• Comfortable with outreach via phone and email.

• Confident in engaging with customers and resolving issues in real-time.

• Strong attention to detail, follow-through, and organizational skills.

• Ability to assess information, draw conclusions, and manage multiple tasks simultaneously.

• Genuine curiosity and enthusiasm for Skift’s mission, as well as the travel and media sectors.

• Effective communication and project management skills across teams.

• Native or near-native English proficiency, both written and spoken, is essential.

🏝️ Benefits

• Opportunity for growth within a respected and forward-thinking media organization.

• Exposure to the convergence of media, events, and travel intelligence.

• A collaborative, supportive, and remote-friendly working environment.

• Competitive salary and comprehensive benefits.

• A remote-first company with a global presence.

• An asynchronous work environment.

• Strong emphasis on clear communication and robust documentation practices.