Customer Experience Category Specialist

Role overview Own the end-to-end customer experience for an assigned product category in a fast-growing e-commerce environment. This hybrid position blends frontline customer service with product ownership and operational strategy, working across phone, SMS/chat, and email channels to resolve issues while preventing future ones.

Responsibilities - Resolve customer inquiries across multiple channels (phone, SMS/chat, email) for an assigned product category. - Identify patterns in complaints and quality issues, then surface evidence-backed recommendations to prevent recurring problems. - Partner cross-functionally with merchandising, operations, and product teams to drive systemic improvements. - Serve as the in-house category expert on products, common complaints, edge cases, and known issues. - Maintain high volume of interactions while preserving accuracy, response speed, and quality of service. - Within the first 90 days, identify at least one systemic fix that reduces future customer problems.

Requirements - 3+ years of client-facing, omni-channel customer experience work in retail, e-commerce, SaaS, or hospitality. - Track record as a consistent top performer focused on measurable impact. - Naturally curious, asks "why," and thinks systemically rather than just transactionally. - Comfortable with ambiguity and able to act without complete information. - Genuinely invested in elevating customer experience and treating customers with respect for their investment. - Quick to learn internal tools and systems; coachable and receptive to feedback. - Remote-capable with the ability to work independently while collaborating actively with a team.

Benefits and work setup - Base pay of $26.00 per hour with tenure-based increases and a monthly performance bonus of up to $1,000. - Three weeks of paid training and onboarding, plus a set schedule with guaranteed hours. - Medical, dental, vision, prescription, life, and disability insurance, PTO, and a 401(k). - Fully remote role based in the United States with a flexible schedule.

Nice to have - Background in a startup environment where priorities shift quickly and ownership is shared. - Familiarity with quality-driven, premium brands where attention to detail matters.