Job Description
- Customer Experience Specialist (Contract)Schedule & Availability
- Work Days: Tuesday, Thursday, Friday, Saturday, Sunday
- Off Days: Monday, Wednesday
- Shift Options:
- 1:00 PM - 5:00 PM PT
- 5:00 PM - 9:00 PM PT
About the Team
Our mission is to grow and empower local economies by delivering exceptional customer experiences across evolving products and services.
As the organization expands into new verticals and customer offerings, the team continuously tests, learns, and refines support strategies to meet customer needs. This role will support a newly launched product in its pilot phase, where delivering a high-quality and reliable customer experience is critical.
You will be embedded within a focused pod responsible for ensuring smooth operations and consistent customer support during an important period of growth.
About the Role
We are seeking a hands-on, detail-oriented Customer Experience Specialist to support inbound customer interactions and case resolution.
- This is a structured, execution-focused role best suited for someone who is organized, responsive, and enjoys problem-solving within defined processes. The ideal candidate is action-oriented, able to move quickly while maintaining accuracy, and comfortable working in a fast-paced environment.Key Responsibilities
- Respond to inbound customer inquiries via email and SMS in a timely and professional manner.
- Evaluate refund eligibility based on established policies and time-based criteria.
- Validate order details and required data fields prior to processing resolutions.
- Prepare and submit structured approval requests when required.
- Track case progress and ensure accurate and timely resolution and closure.
- Complete required forms, documentation, and daily reporting.
- Escalate high-risk, complex, or policy-exception cases appropriately.
- Maintain clear and professional communication with customers throughout the resolution process.
- Identify recurring issues and trends and escalate insights to the pod lead. Basic Qualifications
- Prior experience in customer support or a similar customer-facing role.
- Strong written communication skills with a focus on clarity and professionalism.
- High attention to detail and comfort working within policy-driven frameworks.
- Ability to follow structured SLA processes and meet turnaround expectations.
- Sound judgment and decision-making skills, particularly when determining escalation needs.
- Proficiency with Google Workspace (Docs, Sheets, Gmail) and email tools.
- Availability to work evening and weekend shifts as required. Preferred Qualifications
- Bachelor's degree (completed or in progress).
- 1+ years of experience in one or more of the following areas:
- Sales
- Consulting
- Strategy
- Business Development
- Operations
- Technology
- Banking
- Analytics
- Early-stage startups or related fields
- Experience working with external partners or stakeholders.
- Ability to thrive in a fast-paced, evolving environment.
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