CX Agent

Customer Experience Specialist Full-Time | Remote | Weekend Availability Required Role Overview The Senior Customer Experience Specialist serves as a trusted brand ambassador, delivering exceptional customer experiences that strengthen loyalty, drive retention, and uphold the standards of a premium direct-to-consumer brand. This role goes beyond traditional customer support by combining high-level problem-solving, relationship management, and cross-functional collaboration to ensure every customer interaction reflects our commitment to quality, craftsmanship, and service excellence. This position is ideal for an experienced customer experience professional who excels in complex case resolution, demonstrates exceptional written communication skills, and consistently elevates the customer journey through thoughtful, solution-oriented service. Leveraging AI-assisted support for routine inquiries, Senior Customer Experience Specialists focus on high-impact customer interactions, escalated concerns, and opportunities to create meaningful brand connections. Key Responsibilities Customer Experience Excellence ● Deliver personalized, brand-aligned support across email and live chat channels with professionalism, empathy, and efficiency. ● Serve as a subject matter expert for products, policies, and customer experience best practices. ● Manage and resolve complex Tier 2 and Tier 3 customer inquiries, ensuring timely and satisfactory outcomes. ● Transform challenging customer situations into opportunities to strengthen customer loyalty and advocacy. Brand Representation ● Consistently communicate in a manner that reflects the company's premium positioning, storytelling approach, and commitment to craftsmanship. ● Maintain exceptional tone, grammar, and attention to detail across all customer interactions. ● Act as a guardian of the brand voice while adapting communication styles to individual customer needs. Operational Excellence ● Process returns, exchanges, order modifications, account adjustments, and exception requests with accuracy and sound judgment. ● Maintain comprehensive and organized documentation within CRM systems. ● Identify root causes of recurring customer issues and recommend process improvements to leadership. ● Support quality assurance initiatives and contribute to continuous service improvements. Cross-Functional Collaboration ● Partner with Operations, Fulfillment, Product Development, and Marketing teams to resolve escalated customer concerns. ● Provide customer insights and feedback that influence business decisions and enhance the customer journey. ● Assist in refining support processes, workflows, and knowledge resources. ● Serve as a resource and mentor for newer team members when appropriate. Performance Expectations Senior Customer Experience Specialists are expected to consistently exceed established service standards: ● Productivity: Average of 8+ customer interactions per hour ● Customer Satisfaction (CSAT): 4.85 or higher ● Quality Assurance (QA): 90% or higher ● First Response Time: Contribute to maintaining a team response goal of 2 hours or less ● Escalation Management: Demonstrate sound judgment and ownership in resolving complex cases Progression opportunities are based on sustained performance, leadership behaviors, operational excellence, and demonstrated expertise in handling high-impact customer interactions. Qualifications Required ● 4+ years of customer experience, customer success, or eCommerce support experience. ● Proven success supporting premium, luxury, or high-consideration consumer products. ● Exceptional written communication skills with advanced grammar, tone management, and attention to detail. ● Demonstrated ability to de-escalate complex customer situations and deliver customer-centric solutions. ● Experience utilizing CRM platforms and customer service technologies. ● Strong organizational skills with the ability to manage competing priorities in a fast-paced environment. Preferred ● Experience in a direct-to-consumer (DTC) eCommerce environment. ● Familiarity with AI-assisted customer support tools and workflows. ● Experience mentoring team members or contributing to process improvement initiatives. ● Strong analytical mindset with the ability to identify trends and recommend operational improvements. What Success Looks Like Successful team members in this role: ● Build lasting customer relationships through exceptional service and communication. ● Consistently deliver solutions that balance customer satisfaction with company objectives. ● Demonstrate ownership, accountability, and sound decision-making. ● Contribute meaningful insights that improve processes and customer outcomes. ● Serve as trusted representatives of the brand in every interaction. ● Consistently exceed performance standards while maintaining quality and empathy

4+ years of customer experience or eCommerce support experience with proven success supporting premium/luxury products and exceptional written communication skills.

Direct-to-consumer eCommerce background, familiarity with AI-assisted customer support tools, team mentoring experience, and analytical mindset for process improvement.

CRM platforms, email and live chat support systems, and customer service technologies.