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    Customer Experience Associate - New York, United States - Clare

    Clare
    Clare New York, United States

    2 weeks ago

    Default job background
    Part time
    Description

    **Customer Experience Associate (Part Time) (Remote)**

    Preferable Location: New York | Part Time **About the Role**: Were looking for a high-energy Customer Engagement Associate to join our team and provide exceptional support on the front lines with customers. In this role, youll engage with customers across channels, offer expert advice to assist with purchase decisions, resolve order issues and keep customers delighted with every interaction. The ideal candidate embodies the entrepreneurial spirit and problem solving attitude required to thrive at an early stage startup and goes above and beyond to add value. Were a small, scrappy team which means youll have regular interaction with everyone across the company from operations to marketing to our CEO and more. This role reports to our Director of Customer Experience.

    **What Youll Do:**

    Deliver above and beyond support across channels including email, live chat and social.

    Become an expert on the Clare product offering and all things paint in order to effectively and efficiently help our customers.

    Provide product information, expert guidance, and tackle a range of questions, comments and order management issues.

    Problem-solve and tailor solutions for customer issues including return requests, order changes, delivery issues and more while maintaining an optimistic tone and working to de-escalate difficult situations into positive experiences.

    Provide backend customer operations support with order changes, fulfillment errors, returns, shipping exceptions, shipping claims, and more.

    Manage customer reviews platform, moderating reviews and crafting on-brand responses to reviews as needed.

    Handle application processing and order management for our B2B Trade customers.

    Embody our brand mission, values and voice as you engage with customers.

    **Who You Are:**

    Youre a sharp, critical thinker You go beyond macros and canned replies, understanding nuanced customer questions, providing equally nuanced, personalized responses to customer issues.

    You're a clear and effective communicator You possess exceptional written and verbal communication skills, and can present your ideas and work with clarity.

    Youre flexible You enjoy working across multiple communication channels and are comfortable wearing many hats at once.

    Youre a problem solver You can think on your feet and are motivated by finding creative ways to resolve customer issues with patience, empathy and positivity.

    Youre Adaptable Youve got the chops to thrive in a fast-paced, ever-changing startup environment and can seamlessly adapt as the business needs and priorities evolve.

    Youre customer obsessed - You have a customer first attitude and put the customer first in every decision.

    A natural people person Youve got strong people skills, are friendly, empathetic, a good listener, and enjoy making others happy.

    You go above and beyond You have a no task is too small, can-do attitude and youre compelled to go the extra mile to get things done and make an impact.

    **Requirements**

    1-2 years experience in a customer support or sales role, preferably in ecommerce or retail.

    Proficient in common customer support platforms (ie zendesk, Gorgias, Kustomer etc).

    Familiarity with Shopify order management.

    Experience in a startup or fast-paced environment.

    Highly detail and solutions oriented.

    Available for weekend shifts

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