Customer Experience Representative

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