Customer Feedback Specialist

The Customer Feedback Specialist is responsible for providing exceptional customer service by addressing customer feedback and resolving any issues or complaints. They will proactively reach out to dissatisfied customers through phone calls and emails to offer personalized solutions and exceed customer expectations. The specialist will also repair customer relationships, review customer experiences, and handle a high volume of inquiries using various tools and resources. Additionally, they will attend meetings and trainings, share insights with team leadership, and focus on customer retention.

• Works with dissatisfied customers to resolve difficulties or complaints
• Proactively reaches out to dissatisfied customers via outbound phone calls and emails
• Offers customer-focused solutions and demonstrates attention, care, and follow-through
• Responds quickly and thoroughly to customer reviews and surveys
• Transforms negative experiences into positive ones by building trust and rapport
• Takes ownership of the customer's support experience and serves as their point of contact
• Reviews each dissatisfied customer experience and ensures internal notes are up to date
• Handles a high volume of customer dissatisfaction inquiries using various tools and resources
• Attends weekly video meetings and shares front line insights with team leadership
• Acts as a subject matter expert and brand ambassador for all brands and products
• Focuses on retention by creating opportunities and options for customers interested in canceling/returning orders

• Must have a quiet, dedicated workspace
• Must be available to work from 8am - 4:30pm PST, Monday-Friday, with potential weekend and holiday work
• Must be authorized to work within the United States
• Minimum of 2 years of customer support, retention, or escalation experience in a fast-paced direct to

• Comfortable handling a high volume of customer dissatisfaction inquiries
• Access to various tools and resources (Five9, G Suite, Slack, YOTPO, internal systems and knowledgebases)
• Attends weekly video meetings, coaching sessions, touch bases, and trainings
• Shares front line insights with team leadership to drive continuous improvement in customer experience
• Subject matter expert and brand ambassador for all brands and products
• Strong focus on customer retention
• Minimum of 2 years of customer support, retention, or escalation experience
• Excellent written and spoken English
• Ability to recognize and understand customer sentiment
• Comfortable diffusing negative feedback and redirecting with positive resolution skills
• Highly detail-oriented with excellent documentation skills
• Able to think critically and creatively to resolve customer issues
• Ability to troubleshoot and problem solve independently
• Accountable and consistent in representing the company professionally and friendly manner
• Curiosity and ability to notice trends and collect insights from customers
• Motivation to close communication gaps and provide meaningful feedback
• Ability to consistently meet SLAs and performance goals
• Comfortable and familiar with working from home and being a self-starter
• Ability to bring an upbeat, professional, and respectful approach to every customer and coworker
• Experience/proficiency in web tools such as Kustomer, Google Suite, Slack, and Asana
• Strong computer skills with the ability to type 50+ WPM
• Equal opportunity employer
• Participation in E-Verify program