Customer Experience Associate

Job Description

Responsibilities

Partner Support & Communication

• Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses
• Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards
• Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues
• Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency

Order & Account Management

• Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution
• Process and track order adjustments, cancellations, returns, and account-level changes in internal systems
• Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance
• Identify recurring order or account issues and escalate patterns to supervisors with documented context

Cross-Functional Coordination

• Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input
• Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform
• Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements
• Support ad hoc projects, testing, and process rollouts as directed by CX leadership

Performance & Quality

• Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores
• Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance
• Demonstrate consistent reliability in attendance, schedule adherence, and communication standards
• Surface partner feedback and recurring friction points to the team as inputs for product and process improvement

Qualifications

Required

• 2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment
• Strong written and verbal communication skills in English, with high attention to grammar, tone, and accuracy across digital and voice channels
• Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness
• Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); comfortable learning new platforms quickly
• Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing
• Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements
• Strong organizational skills and the ability to manage multiple open cases simultaneously without loss of quality
• De-escalation skills and the ability to navigate difficult partner conversations with empathy, patience, and professionalism
• Availability to work a schedule aligned to US Pacific or Eastern business hours

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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