Customer Experience Specialist
About the role
Route is the leading post‑purchase platform for modern ecommerce, trusted by over 13,000 brands and protecting more than $20 billion in gross merchandise value. The Customer Experience team handles claims, investigates missing or damaged packages, and turns frustrating moments into reasons shoppers keep coming back. As a Customer Experience Specialist on the Claims team, you will work day‑in‑day‑out on customer claims, mentor newer teammates, flag trends, and suggest process improvements.
Responsibilities
- Use Zendesk and internal resolution tools to assess and resolve customer claims accurately and efficiently.
- Respond to customer contact forms promptly and professionally.
- Handle claims for high‑value merchants, holding an elevated bar for accuracy and care.
- Recognize and report bugs encountered while managing customer claims, and partner with product and engineering to resolve issues affecting claims.
- Recognize, document, and escalate trends and ongoing issues to leadership.
- Recommend process improvements that help the team, department, and company scale.
- Mentor and guide newer team members through shadowing and knowledge transfer, and support the training of seasonal contractors.
- Stay organized while working and documenting across multiple systems.
Requirements
- Proficiency in Zendesk or similar customer support platforms.
- Strong written and verbal communication skills, with a friendly, professional demeanor.
- Strong reading/writing skills and the ability to type accurately at 40+ words/minute.
- Comfort troubleshooting technical issues while navigating multiple systems.
- Strong problem‑solving skills and resourcefulness — if you don't know how to do something, you'll figure it out.
- Prior experience in customer support or claims management, with a track record of hitting KPI targets (tickets solved per hour, CSAT, QA scores).
- Familiarity with Route's policies and procedures, or the ability to ramp quickly.
- Ability to work occasional overtime or weekends during peak periods and holidays.
- Preferred: experience mentoring or training team members, strong analytical skills, ecommerce industry knowledge, and experience managing competing priorities.
Benefits
- Route pays 95%‑100% of health insurance premiums for you and your family.
- Remote or hybrid work arrangements.
- Unlimited PTO.
- 401k matching.
- Formalized growth opportunities.
- Learning & development.
- DEI programs & events.
Pay
Salary for this role: Lehi, UT based $22.00‑$23.00 per hour. The cash compensation includes base salary and is not reflective of potential commission or annual bonus targets. Employees are eligible to participate in Route’s equity incentive plan to receive stock options per the agreement; some roles may also be eligible for overtime pay. Individual compensation packages are based on career level, skills, experience, geographic location, and other job‑related factors.