Customer Experience Specialist

Role overview Serve as a frontline problem-solver for an e-commerce brand, helping shoppers resolve issues quickly across phone, email, web, and marketplace channels. The position blends direct customer support with broader systems thinking, using each ticket as a chance to improve consistency, root-cause understanding, and overall service quality.

Responsibilities - Deliver responsive, solution-oriented support across multiple contact channels while maintaining a high standard of customer care. - Process and manage orders, post-order requests, and issue resolution with accuracy, urgency, and attention to detail. - Partner cross-functionally with fulfillment and operations teams to resolve customer and operational issues with clear follow-through. - Monitor customer-facing systems, flag patterns, and surface opportunities to improve processes and outcomes. - Embody values of ownership, decisiveness, and customer advocacy in daily interactions and decision-making.

Requirements - Demonstrated customer service experience with strong communication and relationship-building skills. - Critical thinking ability to gather and assess information, identify root causes, and recommend effective solutions. - Comfort navigating multiple systems, channels, and priorities in a fast-paced environment. - Ownership mindset with accountability for issues from first contact through resolution. - Adaptability, curiosity, and a continuous improvement orientation. - Authorization to work in the United States and ability to pass a background check.

Nice to have - Experience applying systems thinking to customer experience work, looking beyond the immediate ticket to improve long-term outcomes. - Skill in navigating challenging customer situations with empathy, confidence, and professionalism.

Benefits and work setup - Hybrid schedule with weekly onsite requirements in Urbana, IA; remote-eligible residents must live in Iowa, Alabama, North Carolina, South Carolina, or Pennsylvania, with minimum 20 mbps internet. - 4–6 week initial training program with continued support as impact grows. - Competitive compensation plus a full-time benefits package including health insurance with a $0 premium option, dental and vision coverage, paid holidays, wellness, volunteer, and birthday PTO, life and disability insurance, and a 401(k) match. - Employee stock ownership plan eligibility after one year of service and minimum hours requirement. - Recognition programs for personal, team, and company accomplishments.