Customer Experience Associate

Role Overview The Customer Experience Associate will assist a team of customer service agents in resolving member inquiries, identifying process improvements, and maintaining a knowledge base. What You Will Do Manage day-to-day lead tasks, serve as an escalation point, support the Customer Service Manager, conduct analysis, and oversee dispute resolution. Why It Might Be a Fit The ideal candidate will have 1-3 years of experience in customer service, excellent time management skills, and the ability to deal with challenging situations.

Requirements 1-3 years of experience in a Customer Service agent or adjacent role Excellent time management and organizational skills Excellent ability to deal with challenging situations Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks Strong written communication skills Curious-minded and passionate about getting to the root of issues Ability to effectively communicate with stakeholders outside of customer service Ability to conduct data analysis and synthesize information Interest in commercial fiction and/or ecommerce Experience creating decks and memos Experience with Zendesk Previous management experience of agents Benefits Salary Range: $67,000 – $75,000 Tagged as: Data Analysis