Customer Experience Associate

The Customer Experience Associate will be responsible for providing support to customers through live conversations via telephone, email, and live chat. They will prioritize customer needs and resolve issues in a timely manner, while also working collaboratively with internal teams to efficiently resolve tickets. Additionally, they will gather product feedback and customer insights to improve the customer experience and work cross-functionally to address any customer product issues. This role requires strong communication skills, the ability to handle high-pressure conversations, and excellent time management skills. Prior experience in customer support, preferably within live chat, is preferred.

• Provide support to customers through live conversations via telephone, email, and live chat
• Prioritize customer needs and resolve issues in a timely manner
• Work collaboratively with internal teams to efficiently resolve tickets
• Improve product needs by understanding trends in support-related topics
• Maintain strong communication with clients by gathering product feedback and customer insights to enhance their experience
• Work cross-functionally with all departments to address customer product issues
• Manage and document all performed work within the customer support inquiry

• 0-2 years of relevant work experience
• Strong communication skills, with the ability to handle high-pressure conversations
• Excellent time management skills by being able to balance multiple projects at one time
• Driven to grow and take on new responsibilities within a team, while being a great collaborative team player
• Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations
• Prior experience supporting customers within live chat preferred
• Prior experience utilizing Zendesk is a plus
• Bonus points for experience working with small businesses in a customer experience or customer support capacity
• Bonus points for prior experience working for a tech startup or a similar environment driven by the vision and success of the company

• Competitive compensation packages
• Annual base salary range of $61,000 - $72,000
• Medical, dental, vision coverage with 100% coverage, FSA and HSA
• 401K matching and stock options
• Holistic approach to wellness with financial, physical, emotional, social, and community support
• Competitive vacation time, sick days, holidays, parental leave, and wedding days
• Food perks including fully stocked kitchens, weekly Seamless stipend, and catered meals
• Collaborative office culture in New York City or Denver, with a hybrid working environment
• Growth and development opportunities through workshops, mentorship programs, and team building activities
• Diversity, equity, and inclusion efforts prioritizing race, gender, age, disability status, veteran status, sexual orientation, religion, and more.