Customer Experience (CX) Associate

About Our Client

The organization operates in the pet health supplement industry, aiming to support the wellbeing of pets through innovative products. Founded in 2018, it has developed a community of over 1.5 million pets whose lives have been positively impacted. The organization focuses on ownership, urgency, and delivering results within a customer-driven and fast-moving environment.

About the Opportunity

The Customer Experience (CX) Associate role is focused on directly assisting customers by resolving their issues efficiently and clearly. This position acts as an important communication channel between the organization and its customers across various platforms, ensuring problems are diagnosed and addressed effectively. The role contributes to maintaining the organization's reputation for care and transparency while supporting continuous improvement.

Responsibilities

• Handle frontline customer interactions primarily via social channels, diagnosing problems and guiding customers to solutions.
• Monitor and respond to customer feedback on multiple review platforms, addressing concerns and tracking trends.
• Participate in team projects, continuous improvement initiatives, and goal-setting activities.
• Engage in weekly check-ins with team leads focused on performance and growth.

Qualifications

• 1-3 years of relevant work experience.

Required Skills

• Strong problem-solving skills with the ability to make timely, thoughtful decisions.
• Clear and confident communication skills, especially in explaining solutions and setting expectations.
• Experience with helpdesk or ticketing software.
• Preferred knowledge of Microsoft365.
• Preferred experience in a direct-to-consumer environment.

Pay

$18.00 per hour plus bonus and benefits.

Benefits & Perks

• 20 days paid time off plus company holidays.
• Company bonus.
• Medical, vision, and dental insurance.
• Short-term and long-term disability insurance.
• Life insurance.
• 401(k) retirement plan.
• Remote work option.
• Monthly internet stipend.