Senior Customer Experience Specialist

About the role

The Senior Customer Experience Specialist will own escalated and complex cases, collaborate cross-functionally, and drive measurable impact on customer loyalty, operational health, and team capability.

Responsibilities

• Owning escalated and complex cases; recognizing patterns and escalating with evidence
• Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions
• Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches
• Handle health and safety escalations with urgency; investigate product safety concerns, adverse reactions, or quality defects thoroughly
• Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships
• Model exceptional communication across all channels (chat, email, phone, social)

Qualifications

• Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
• Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
• Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
• Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
• Product-savvy orientation with genuine interest in becoming a deep expert in your category
• Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
• Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
• Evidence of identifying recurring issues and proposing or implementing improvements
• Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency