CX Agent

The Customer Experience Agent is responsible for delivering exceptional, brand-aligned customer support across email and live chat. This mid-level role begins with foundational support cases and progresses into Tier 2–3 case resolution as proficiency and performance standards are demonstrated.

You’ll provide product education, order support, troubleshooting, and thoughtful resolution of customer concerns while ensuring every interaction reflects a premium brand experience. Our Customer Experience team uses AI to support Tier 1 inquiries, allowing agents to focus on meaningful customer interactions, complex problem-solving, and higher-impact cases.

Key Responsibilities

• Respond to customer inquiries via email and live chat with professionalism, accuracy, and warmth.
• Provide product education, order support, troubleshooting, and Tier 2–3 case resolution.
• Process returns, exchanges, order updates, and account adjustments accurately.
• De-escalate and resolve complex customer concerns in a timely manner.
• Maintain detailed and accurate documentation of customer interactions in the CRM.
• Meet established productivity, quality, CSAT, and response-time KPIs.
• Identify recurring customer issues and share actionable feedback with leadership.
• Collaborate with Operations, Fulfillment, Product, and Marketing teams on escalated cases.
• Maintain strong product knowledge and continuously improve service skills

Performance Expectations

• Productivity: Average of 8 emails per hour
• CSAT: 4.85+
• Quality Assurance (QA): 85%+
• First Response Time: 2-hour team goal

• 3+ years of eCommerce customer support experience
• Email and live chat customer support experience
• Strong written English with excellent grammar and tone
• Experience handling complex customer issues and escalations
• Strong conflict de-escalation and problem-solving skills
• Experience using CRM systems
• Experience working against customer support KPIs
• Ability to balance productivity with high-quality customer service
• Ability to work independently in a fully remote environment

• Experience supporting premium or high-ticket products
• Tier 2–3 customer support experience
• Experience with returns, exchanges, and order management
• Experience maintaining a premium or luxury brand voice
• Experience collaborating with Operations, Fulfillment, Product, and Marketing teams
• Experience with AI-assisted customer support workflows
• Experience identifying recurring customer issues and trends

• CRM systems
• Email support platforms
• Live chat platforms
• AI-assisted customer support tools