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Role Description

As an Associate Customer Experience Representative, you’ll have the opportunity to work directly with our customers to provide order support, answer payment questions, and respond to account inquiries.

Provide accurate and quality responses to all customer inquiries and requests via email
Go beyond for our customers to exceed their expectations and provide a first-class experience
Follow existing SOPs (Standard Operating Procedures) to accurately and efficiently resolve order issues and customer inquiries
Watch for and communicate emerging trends in customer needs and expectations to management and other internal teams
Educate and empower our customers on our policies, tools, and product lines
Use the customer voice to help drive change and site improvements through continuous feedback and escalations
Triage customer tickets within our team and cross-departmentally

Qualifications

A minimum of 1 year of customer service experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred), gaming or hobby industry, or related field
Excellent computer skills and ability to learn complex systems, with a strong emphasis on word processing
Experience with a CRM like Zendesk or Salesforce
Strong problem-solving skills and the ability to work effectively in a team environment
Familiarity with the collectible gaming industry
Experience working with a high-performing customer experience team

Requirements

This position requires a working schedule of 5:00pm - 2:30am EST (Sunday - Thursday OR Tuesday - Saturday)

Benefits

The total compensation package for this position may include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits
401(k) eligibility and various paid time off benefits, such as PTO and parental leave

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Customer Experience Representative