Customer Experience Specialist

Job Summary

Seeking 2-3 Customer Experience Specialists for a full-time position, either onsite or remote, who will manage complex customer support cases, provide empathetic assistance in AI-assisted retention scenarios, and foster relationships with VIPs and partners.

Key responsibilities:

• Handle complex customer experience cases end-to-end, including escalations and nuanced membership issues
• Support AI-assisted retention efforts by stepping in during customer interactions that require a human touch
• Provide exceptional service to VIPs and consignment partners, enhancing loyalty and referrals

Required qualifications:

• 1+ years of experience in customer support, preferably in technical or retention-focused roles
• Strong judgment and decision-making skills in ambiguous situations
• Experience with AI-assisted workflows and tools
• Demonstrated ownership in resolving complex customer issues
• Genuine passion for dogs and commitment to improving their lives