40670305721 - Senior Customer Experience Representative

Job Title: Senior Customer Experience Representative

Location: Remote

Working Hours: EST timezone

• First 45 days: 10am - 7pm EST
• After onboarding, 1 of the 2 agents will shift to 1pm - 10pm EST

Job Type: Full-time

Company Overview

This company is a direct-to-consumer fashion brand dedicated to tall men and women, offering stylish, high-quality apparel designed to fit without compromise. Serving a global community of underserved shoppers, it leverages a strong and growing online presence to deliver exceptional customer experiences. With a commitment to great design, perfect fit, and continuous innovation, the company is actively expanding its product lines, digital capabilities, and team to support its rapid growth.

Job Overview

The Senior Customer Experience Representative plays a key role in delivering exceptional service by working closely with the Customer Experience Supervisor and a team of support agents. This position is responsible for ensuring every customer interaction is handled with care, professionalism, and a commitment to excellence. The ideal candidate brings a proactive mindset, strong communication skills, and a passion for creating seamless customer experiences across all touchpoints.

Responsibilities

• Manage customer emails and chats in a highly personalized and professional manner.
• Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
• Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
• Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
• Contribute ideas on an ongoing basis to improve customer service efficiency and effectiveness.
• Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
• Assist in filling and maintaining important trackers and reports.

Experience, Education & Designations

• Bachelor's degree required; post-secondary education preferred but not required
• Minimum of 3 years' experience in customer service, or a similar type of role
• Experience or knowledge of the e-commerce and/or retail space is highly preferred.
• Ability to work well in a team environment
• Fluency in English written skills
• Ability to work under tight timelines
• Proven track record of meeting and/or exceeding KPIs

Knowledge, Skills & Attributes
Technical Skills

• Experience with help desk platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Intercom
• Familiarity with CRM tools for logging interactions and tracking customer history
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.)
• Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce (a plus)

Soft Skills

• Strong communication skills, with fluency in written English
• Excellent organizational and prioritization abilities
• Ability to work well in a team environment
• Comfortable working under tight timelines and in fast-paced settings
• Goal-driven, with a proven track record of meeting or exceeding KPIs
• Demonstrates patience, discipline, and a positive attitude
• Quick learner with the ability to adapt to new tools and processes

Workplace Attributes & Cultural Fit

• Enthusiastic, go-getter attitude with a positive impact on team morale
• Ability to thrive in a fast-paced, start-up environment
• Comfortable handling dynamic work environments with competing priorities
• Strong time management skills to meet deadlines
• Demonstrates alignment with the client's core values such as Customer Obsession, Accountability, Adaptability, Collaboration
• Genuine interest in helping people and delivering exceptional service
• Ability to work autonomously while staying aligned with team goals

Additional Notes

• All candidates are required to submit a video introduction and accomplish a written assessment that will be provided by the client. Instructions will be provided to shortlisted candidates.
• The client prefers to meet candidates in batches and is urgently looking to fill the role. Those who submit all the requirements (recording, assessments, etc.) the fastest will be prioritized and moved to the next stage first, followed by the others in order of completion.
• The client is hiring two (2) Senior Customer Experience Representatives.

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