Customer Experience Specialist

Customer Experience Specialist

About NativePath

At NativePath we believe the Standard American Diet is a major contributor to preventable health conditions such as heart disease diabetes and neurological disorders. Thats why we blend Ancestral Wisdom with Modern Science to provide over 30 natural supplements wellness challenges and free courses that help people restore and reset their health. Since 2017 over 1 million people have joined us experiencing reduced pain renewed energy and improved wellbeing. If you are a motivated and empathetic professional with a passion for helping others we invite you to become a part of our Customer Experience Team!

Position Overview

As a Customer Email & Chat Specialist you will be the frontline of our customer support team providing exceptional service primarily through email and live chat with occasional phone support as needed. Your role is crucial in efficiently resolving customer issues processing requests and ensuring a seamless experience. Were looking for someone who is detailoriented highly organized and committed to delivering a bestinclass customer experience. Attention to detail is nonnegotiable.

Key Responsibilities

Customer Support & Ticket Management

• Handle a high volume of customer interactions primarily through email and live chat with occasional phone support.
• Address inquiries related to orders shipping returns product details and company policies.
• Accurately document interactions resolutions and customer feedback in the CRM system.
• Troubleshoot and resolve order issues payment concerns and subscription management requests.

Email & Live Chat Communication & Issue Resolution

• Provide timely professional and empathetic email and live chat responses to customers.
• Utilize response templates effectively while personalizing communication based on customer needs.
• Investigate customer complaints collaborate with internal teams and follow up to ensure resolution.
• Escalate complex issues to the appropriate department when necessary.

Process Improvement & Knowledge Management

• Identify common issues and trends from ticket inquiries and report them to leadership for process improvements.
• Assist in maintaining and updating FAQs knowledge base articles and automated response templates to improve efficiency.
• Continuously seek opportunities to enhance the customer support process through automation and best practices.

Qualifications

• 3 years of customer service experience preferably in an ecommerce or ticketingbased support role.
• Exceptional written communication skills with a professional and empathetic tone.
• Strong problemsolving skills and attention to detail in a highvolume email environment.
• Experience with CRM systems ticketing platforms and ecommerce order management tools.
• Ability to prioritize tasks and manage time effectively while maintaining service level agreements (SLAs).
• High proficiency with computers and strong organizational skills.
• Willingness to handle phone inquiries when required.

Why Join Us

• Competitive Pay: $18/hour commission structure for top performers.
• Fully Remote: Work from the comfort of your home.
• Comprehensive Benefits:
  • Medical Dental and Vision Insurance
  • 401(k) Match Life/AD&D Insurance
  • ShortTerm Disability Coverage
• Wellness Perks:
  • Free NativePath products every month.
  • Gym membership reimbursement.
• WorkLife Balance:
  • 17 days PTO 9 paid holidays 1 Floating Holiday.
  • Energizing Monday Culture Calls to start your week on a positive note.
• Career Growth & Development:
  • Opportunities for advancement within the company.
• Team Connection:
  • Company retreats at incredible locations.
  • A supportive team that values collaboration and innovation.

Technology Requirements

As a bringyourowndevice company all team members must provide:

• PC or Mac with broadband internet (minimum 16GB RAM).
• Broadband internet (minimum 100 Mbps).
• Wired headset with microphone and noise cancellation.
• Dual monitors (Highly recommended).

Work Schedule

• 40 hours per week (day shift).
• Contact center operates 8:00 AM 5:00 PM CST.

Our Hiring Process

We value efficiency so our hiring process is streamlined:

1. Video Interview (Hireflix) A quick threequestion recorded introduction.
2. Video Call with Hiring Team If your video aligns with what were looking for well meet ASAP!
3. Offer & Onboarding If its a great fit we move fast to bring you on board!

All employment offers at NativePath are contingent upon a clear background check.

Were excited to meet you; its time to find your path!