Customer Experience Specialist: Retail

This position is based in the United States and focuses on creating exceptional experiences for retail partners through thoughtful support, problem-solving, and proactive relationship building.

About the role

You will serve as a key point of contact for retail partners, helping resolve challenges while improving processes and strengthening partner satisfaction. This role combines customer service expertise, analytical thinking, and collaboration across multiple internal teams in a fast-moving, remote environment. Your insights will help shape better products, services, and support experiences, contributing to a platform that connects communities with essential services.

Responsibilities

• Respond promptly and professionally to retail partner inquiries through multiple channels, including email and phone.
• Build trusted relationships with retail partners and communicate effectively with stakeholders at different organizational levels.
• Provide accurate guidance on products, services, and processes while helping partners navigate challenges.
• Document customer interactions, feedback, and resolutions to improve internal visibility and support processes.
• Diagnose partner pain points and deliver thoughtful, customized solutions.
• Collaborate with internal teams such as Product, Trust & Safety, and Engineering to escalate and resolve complex issues.
• Identify recurring themes and trends in partner communications to recommend operational improvements.
• Develop expertise in retail-focused products, services, and processes to provide high-quality support.
• Proactively strengthen partner relationships and contribute to long-term satisfaction and success.

Requirements

• High school diploma or equivalent required.
• 1+ year of experience troubleshooting customer issues or supporting customer-facing operations.
• Experience managing multi-channel customer communications, including phone and email support.
• Familiarity with CRM systems or customer interaction management tools.
• Strong verbal and written communication skills with the ability to engage professionally with different audiences.
• Excellent critical thinking skills and the ability to evaluate problems and develop effective solutions.
• Strong customer service mindset with a focus on empathy, responsiveness, and creating positive experiences.
• Self-starter attitude with the ability to take ownership and move projects forward independently.
• Curiosity and willingness to understand partner needs and proactively improve outcomes.
• Experience with retail, e-commerce platforms, or online retail operations is preferred.
• Strong interpersonal skills with the ability to build trust with internal teams and external partners.

Benefits

• Remote work flexibility with a flexible work model designed to support productivity and collaboration.
• Competitive hourly compensation based on location:
  • CA, NY, CT, NJ: $20.67 - $21.88 USD/hour.
  • WA: $19.71 - $20.92 USD/hour.
  • OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23 - $20.19 USD/hour.
  • All other states: $17.31 - $18.27 USD/hour.
• Market-competitive benefits package.
• Opportunities to collaborate with cross-functional teams and influence customer experience improvements.
• Supportive environment focused on learning, growth, and professional development.
• Opportunity to contribute to a service used by millions of customers and retail partners.