At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
This is a role for our client, a pet food & nutrition company that makes organic, highly effective, and limited-ingredient pet supplements for dogs and cats.
They are looking for a talented Customer Experience Associate to join their team
Role Overview
We are seeking a self-motivated, highly empathetic Customer Experience Associate with a deep understanding of eCommerce customer journeys. This role is focused on enhancing the overall customer experience rather than traditional customer support. The successful candidate will be responsible for ensuring customer satisfaction through personalized interactions, proactive engagement, and the continuous improvement of digital tools and processes. This role requires strong critical thinking, problem-solving abilities, and a passion for optimizing the end-to-end customer experience in an eCommerce setting.
Key Responsibilities
- Enhance Customer Experience: Act as a brand ambassador, proactively engaging with customers to ensure a seamless shopping experience across multiple digital platforms.
- Customer Engagement & Insights: Monitor and respond to customer inquiries, reviews, and product questions, leveraging insights to improve the overall customer journey.
- Subscription & Loyalty Management: Assist customers in managing subscriptions, loyalty programs, and promotions, providing hands-on support to increase retention and satisfaction.
- Digital Tool Optimization: Support the administration of CX software tools and identify opportunities to improve automation and efficiency.
- Order Experience Management: Oversee cancellations, returns, replacements, and refunds, ensuring a frictionless experience for customers.
- Account Experience: Assist customers with account creation, password resets, and navigating the customer portal to ensure ease of use.
Who You Are
- Bachelor’s degree or equivalent in Business, Marketing, or a related field (preferred).
- 2+ years of experience in Customer Experience, Customer Success, or eCommerce Customer Engagement.
- Strong written and verbal communication skills, with an empathetic and solution-oriented approach.
- Technically savvy, comfortable navigating multiple software platforms to provide a seamless customer experience (SLA: 24hrs max response time).
- Proactive problem-solver with the ability to analyze customer interactions and provide strategic recommendations.
- Fast learner with a growth mindset and passion for automation to enhance efficiency.
- Independent and adaptable, comfortable dealing with ambiguity in a fast-paced environment.
- Collaborative and cross-functional mindset, working closely with marketing, product, and operations teams to improve customer experience.
- Highly organized with strict attention to detail.
- Must have experience with Shopify, Gorgias and/or Zendesk, and Amazon Seller Central or similar.
- Bonus points for experience with Smartrr, Skio, Okendo, Loyalty Lion, Deposco, ZenDesk, and Wonderment.
- A passionate pet lover who believes in our mission!
What We Offer
- Competitive salary in US dollars, ranging from $18,000 to $21,600 per year.
- Unlimited PTO
- Opportunity to join a venture-backed, high-growth start-up in one of the fastest-growing CPG categories.
- A dynamic, empathetic, and collaborative team focused on innovation and customer success.
- Regular work hours from 9 AM to 5 PM CT.
This role is ideal for someone who is passionate about enhancing the customer journey in an eCommerce space and driving meaningful interactions that foster brand loyalty.
Please note that the final salary offer may vary based on the candidate's seniority, specific skill set, and performance throughout the evaluation and interview process
This is a fully remote job as a contractor