Customer Experience Specialist: Retail

Role Overview

This position, offered on behalf of a partner company, involves delivering outstanding support and building strong relationships with retail partners across the United States. The Customer Experience Specialist will be a primary contact point, tasked with resolving challenges, enhancing processes, and fostering partner satisfaction within a dynamic environment.

Key Responsibilities

• Respond efficiently and professionally to inquiries from retail partners via multiple communication platforms including phone and email.
• Establish and maintain trusted relationships with retail partners and engage stakeholders at various levels within organizations.
• Offer accurate guidance related to products, services, and procedures, assisting partners in overcoming obstacles.
• Maintain detailed documentation of customer interactions, feedback, and resolutions to enhance internal support visibility and procedures.
• Identify and analyze partner issues to provide tailored solutions.
• Coordinate with teams such as Product, Trust & Safety, and Engineering to escalate and resolve complex concerns.
• Recognize patterns and trends in partner communications to recommend operational enhancements.
• Acquire deep knowledge of retail-oriented products, services, and procedures to deliver superior support.
• Proactively nurture partner relationships to ensure ongoing satisfaction and mutual success.

Candidate Requirements

• Possession of a high school diploma or an equivalent qualification.
• Minimum of one year experience in customer issue resolution or customer-facing support roles.
• Proficient in managing customer communications across channels such as phone and email.
• Experience with CRM platforms or tools for managing customer interactions.
• Excellent verbal and written communication skills, capable of engaging professionally with diverse audiences.
• Strong analytical and critical thinking skills to evaluate and solve problems effectively.
• A customer-centric approach with empathy, responsiveness, and a dedication to positive experiences.
• Highly self-motivated and able to independently manage projects.
• Curious and proactive in understanding partner requirements and enhancing service outcomes.
• Previous exposure to retail, e-commerce, or online retail settings is advantageous.
• Exceptional interpersonal skills to build trust internally and externally.

Benefits and Compensation

• Flexibility to work remotely supported by a collaborative and customer-oriented team culture.
• Competitive hourly wages based on location, ranging approximately between $17.31 and $21.88 USD/hour, varying by state.
• Inclusive benefits package aligned with market standards.
• Opportunities for professional growth through cross-functional collaboration and contribution to service improvement efforts.
• Participation in a platform connecting millions of customers and retail partners.

Additional Information

The hiring process incorporates an AI-enabled matching system to prioritize applicants against core role requirements, with final decisions managed internally by the partner company. Applicant data is handled in compliance with applicable privacy legislation including GDPR, with AI tools supporting recruitment without replacing human judgment.