Senior Customer Experience Specialist

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

📋 Description

• Take charge of escalated and intricate customer cases, including those that are high-impact, sensitive, or present a risk to retention.

• Act as the reliable category expert and subject matter authority for a designated product category.

• Recognize recurring customer feedback, product challenges, and friction points, synthesizing evidence for leadership and cross-functional teams.

• Collaborate with product, quality, operations, and logistics teams to explore root causes and implement sustainable solutions.

• Develop and enhance workflows, standard operating procedures (SOPs), documentation, and other processes related to customer experience.

• Manage health and safety escalations, including product safety issues, adverse reactions, and quality defects.

• Proactively communicate about product updates, recalls, changes in availability, and quality concerns.

• Navigate complex and ambiguous situations using sound judgment to uphold brand integrity and maintain customer relationships.

• Exemplify outstanding communication skills across chat, email, phone, and social media channels.

• Drive measurable improvements in customer loyalty, operational health, and team capabilities.

⛳️ Requirements

• Excellent written and verbal communication skills, effectively balancing empathy with clarity.

• Comprehensive understanding of the customer lifecycle from order placement to delivery and post-purchase support.

• Ownership mindset, demonstrating the ability to take responsibility for outcomes and anticipate customer needs.

• Comfortable with ambiguity and possessing strong organizational abilities.

• Capable of making thoughtful, reasoned decisions even with incomplete information.

• Proficient in working collaboratively with product, quality, operations, and logistics partners.

• Ability to escalate issues appropriately.

• Product-savvy with a genuine interest in becoming a category expert.

• Inquisitive about root causes and willing to suggest process enhancements.

• Previous experience in cross-functional collaboration with product, operations, quality, or similar teams.

• Demonstrated ability to identify recurring challenges and propose or implement improvements.

• Comfortable with technology tools and eager to embrace AI or automation.

• Background in direct-to-consumer, retail, e-commerce, or luxury goods sectors.

• Employment is contingent upon successful completion of a background check.

🏝️ Benefits

• $26.00 per hour with increases based on tenure.

• Up to $1,000 monthly performance bonus.

• Three weeks of paid training and onboarding.

• Consistent schedule with guaranteed hours.

• Medical, dental, vision, and prescription coverage.

• Virtual healthcare services.

• Life and disability insurance.

• 401K retirement plan.

• Meaningful work that influences customer loyalty.

• Culture that fosters ownership and autonomy.

• Opportunities for continuous growth in a dynamic luxury brand environment.