Customer Experience Specialist
Job Summary
To support a growing e-commerce operation, the full-time remote Customer Experience Specialist will manage customer inquiries related to order issues, investigate shipping problems, and collaborate with an AI support agent while ensuring high-quality communication and service standards.
Key responsibilities
- Resolve order and shipping issues by managing customer contacts across various channels
- Trace shipments and process replacements, refunds, and claims while maintaining clear communication with customers
- Review AI-generated responses and improve the knowledge base to enhance customer support automation
Required qualifications
- Excellent written English with the ability to adjust tone appropriately
- 1+ year of experience in customer support, e-commerce operations, or a related field
- Proficiency in spreadsheets for data analysis and order tracking
- Strong investigative skills with a focus on problem resolution
- Reliable internet and a quiet workspace during US business hours
Complete Job Description
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