Sr. Customer Experience Representative

SideShift•New York City, NY

15h•Onsite

About The Position

SideShift is hiring a Customer Experience Representative to support customers and creators using its creator-led marketing platform. The role serves as a primary contact for both sides of the marketplace, helping them onboard, resolve issues, understand the product, navigate disputes, and get value from the platform. The position involves managing a high volume of conversations and making timely, independent decisions, including when a clear playbook is not available. The hire will work closely with the founding, product, engineering, and operations teams to investigate issues, identify recurring problems, and improve documentation, workflows, and product feedback loops. The role is in person five days per week at 111 Broadway in New York, NY. Compensation is a base salary of $80,000–$110,000 plus equity.

Requirements

Extremely detail-oriented and organized, with the ability to manage a large volume of customer conversations and operational issues without letting tasks slip through the cracks.
Personable, warm, calm, professional, and trustworthy when interacting with customers who are confused, stressed, or frustrated.
Able to learn quickly, stay curious, and adapt to changing products, markets, and customer issues.
Strong problem-solving skills, including the ability to investigate issues and figure things out without constant direction.
Resourceful and self-reliant, with initiative to find answers, test solutions, and move work forward independently.
Strong judgment and the ability to make quick decisions in situations involving disputes, payments, bugs, and tense customer interactions.
Comfortable making decisions without perfect information, learning from mistakes, and improving.
Excited to grow into larger responsibilities over time.
Able to work in person five days per week at 111 Broadway, New York, NY.

Nice To Haves

Background in customer success, customer support, startup operations, account management, creator economy or influencer marketing, agency operations, community management, hospitality, or another high-touch service role.
Experience in a high-volume customer-facing environment.

Responsibilities

Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls.
Help customers understand how to use SideShift and successfully run creator campaigns.
Triage issues involving onboarding, payments, creator disputes, campaign setup, bugs, and platform workflows.
Make timely judgment calls in sensitive situations involving customer frustration, creator payouts, or disputes.
Investigate issues independently before escalating them to engineering or leadership.
Identify patterns in customer problems and help improve internal documentation, workflows, and product feedback loops.
Run onboarding calls and customer check-ins when needed.
Communicate clearly and professionally with customers who may be stressed, confused, or frustrated.
Work cross-functionally with product, engineering, operations, and leadership.
Take ownership of problems until they are fully resolved.
Develop deep product knowledge, resolve issues independently, improve response times and resolution quality, build trust, and help turn repeat problems into better systems.