Customer Experience Representative

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We are seeking a Customer Experience Representative to provide high-quality support across multiple direct-to-consumer brands and online marketplaces. This role handles customer inquiries through phone, email, live chat, SMS, and social media, as well as Amazon and Walmart Marketplace support.

The ideal candidate has contact center experience, strong English communication skills, and the ability to deliver accurate, empathetic, and timely resolutions while maintaining brand and service standards.

Responsibilities:

  • Respond to customer inquiries across phone, email, live chat, SMS, and social media in a professional, empathetic, and timely manner

  • Resolve customer concerns accurately and educate customers on products, warranty policies, returns, and product use and care

  • Manage, track, tag, and respond to customer tickets in Kustomer using approved macros and templates

  • Handle inbound and outbound calls through Zoom Contact Center while maintaining established call quality standards

  • Conduct outbound calls and SMS in accordance with approved customer contact guidelines

  • Research and resolve Amazon and Walmart Marketplace inquiries, disputes, claims, and credit requests

  • Create warranty replacement orders, verify product availability, and monitor shipment issues

  • Process warranty returns and direct-to-consumer returns

  • Issue approved appeasements and credits and escalate requests outside established authority limits

  • Accurately tag contact reasons and report recurring website, product, order, or customer experience issues

  • Use approved AI tools to support response quality and efficiency while reviewing all AI-assisted responses for accuracy and appropriate brand voice

  • Protect customer information and follow established data security, privacy, and remote-work requirements

  • Meet established performance standards for QA, CSAT, first-contact resolution, response and handle times, schedule adherence, and ticket tagging accuracy

Requirements:

  • At least 1 year of experience in a consumer or service contact center

  • Experience handling high-volume inbound and outbound calls and multichannel customer inquiries

  • Experience supporting customers through phone, email, chat, and/or SMS

  • English proficiency at CEFR B2 level or higher

  • Strong customer service, problem-solving, and interpersonal skills

  • Ability to professionally and empathetically handle difficult customer situations

  • Proficiency with data entry, internet research, and Microsoft Office or Google Workspace

  • Ability to quickly learn customer support platforms such as Kustomer and Zoom Contact Center

  • Experience with Kustomer, Zendesk, Gorgias, or similar customer support platforms is preferred

  • DTC e-commerce customer support experience is preferred

  • Experience supporting Amazon or Walmart Marketplace customers is a plus

  • Spanish-English bilingual proficiency is a plus

  • Ability to work independently and communicate effectively with leadership

  • Ability to work within a seven-day customer support operation, including occasional schedule changes and overtime during peak periods

  • Reliable internet connection of at least 15 Mbps, with backup internet and power

  • Quiet, dedicated remote workspace suitable for handling customer interactions and sensitive information

Apply now