Customer Experience Specialist 6 Months

Reporting to the Director of Experience Manager this role serves as the primary contact for sensitive high-stakes customer interactions fraud case monitoring and risk mitigation while advocating for continuous improvement in customer experience. The CX Specialist will work cross-functionally to resolve complex cases gain a comprehensive understanding of the business and collaborate on enhancing processes and policies that impact the customer journey. This role requires a proactive approach to customer advocacy risk management and operational excellence and will do so through by acting as a liaison between internal teams (e.g. Product Social Logistics) to address customer pain points.

Strong technical skills and a deep understanding of system connectivity are essential as the role involves managing data across multiple platforms resolving system inefficiencies and ensuring seamless integration of tools for fraud monitoring chargeback management and customer support operations.

What youll do

Escalation Management

• Customer Escalations
  • Act as the primary point of contact for complex or high-stakes customer escalations handling sensitive issues that may impact the brands reputation.
  • Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
  • Document outcomes to identify recurring issues or patterns.
• Fraudulent Activity & Chargeback Management
  • Monitor and investigate potential fraud cases to ensure thorough resolution.
  • Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims.

Quality Improvement & Agent Development

• Performance Assessment
  • Review and assess agent interactions to identify gaps in service quality tone or policy adherence.
  • Partner with leadership to provide coaching and support continuous improvement initiatives for agents.
• Root Cause Analysis
  • Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience.
  • Collaborate with internal teams to recommend and implement process or policy enhancements.

Customer Experience Optimization

• Continuous Improvement Initiatives
  • Work cross-functionally to refine processes reduce fraud risks and elevate the overall customer journey.
  • Advocate for innovative solutions to proactively address customer pain points and minimize escalations.
  • Participate in weekly calibrations to ensure alignment on quality standards and expectations.
• Customer Advocacy
  • Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision-making.

Key Performance Indicators:
Focus on maintaining and improving CSAT as the primary performance metric ensuring customers receive exceptional support and resolutions that align with brand standards.

• CSAT (customer Satisfaction)
• SLA
• Average Handle Time (productivity)

What youll bring to the role

• Experience providing high quality customer service and a genuine passion for customer satisfaction
• Ability to use iterative AI and make sound judgements on accuracy and brand alignment of responses to customers
• Excellent Email communication and writing skills to promptly respond to customer inquiries or escalations
• Quick to respond and provide a solution within company guidelines
• Confident and capable learning new technical platforms with a strong level of independence
• Change management skills to effectively pivot to meet business needs
• Ability to analyze data identify trends and provide actionable insights to improve customer experience and operational processes
• Proven ability to think critically manage conflicts and provide creative solutions under pressure
• Able to confidently exercise sound judgment in determining when to deviate from established guidelines and policies to effectively address customer needs.
• Ability to build and maintain strong cross-departmental relationships to facilitate collaboration and drive improvements in customer experience