Customer Experience Representative

Join Our Team as an Associate Customer Experience Representative!

Are you passionate about providing exceptional customer service and thrive in a fast-paced environment? We’re seeking a motivated and enthusiastic Associate Customer Experience Representative to join our growing team! In this role, you’ll be the voice of our company, directly impacting customer satisfaction and contributing to our continued success.

What You’ll Do:

As a key member of our customer support team, you will:

• Deliver timely, accurate, and high-quality responses to customer inquiries and requests via email, ensuring a positive and helpful experience.
• Go the extra mile to exceed customer expectations, providing a truly world-class service.
• Efficiently resolve order issues and address customer inquiries by adhering to established Standard Operating Procedures (SOPs).
• Identify and communicate emerging trends in customer needs and expectations to management and other internal teams, contributing to proactive improvements.
• Empower our customers by educating them on our policies, tools, and product offerings.
• Advocate for the customer by using their feedback to drive positive changes and site enhancements through continuous feedback and escalations.
• Collaborate with team members to triage customer tickets, ensuring efficient resolution within our department and across other teams.

What You’ll Bring:

We’re looking for someone with:

• A minimum of 1 year of customer service experience, ideally within a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or a related field.
• Excellent computer skills and the ability to quickly learn complex systems, with a strong focus on word processing proficiency.
• Experience using a CRM system, such as Zendesk or Salesforce.
• Strong problem-solving abilities and a proven track record of working effectively in a team environment.
• Familiarity with the collectible gaming industry is a plus.
• Experience contributing to a high-performing customer experience team.

Important Details:

This position requires a consistent work schedule of 5:00 PM – 2:30 AM EST, operating either Sunday – Thursday OR Tuesday – Saturday.

Perks and Benefits:

We offer a comprehensive benefits package that includes:

• A competitive total compensation package, potentially including a target bonus and restricted stock units (where applicable).
• A full range of medical, financial, and/or other benefits to support your well-being.
• Eligibility for our 401(k) program.
• Generous paid time off benefits, including PTO and parental leave.

Ready to Make a Difference?

If you’re a dedicated customer experience professional with a passion for delivering outstanding service, we encourage you to apply! We’re excited to learn more about you and how you can contribute to our team’s success.