Customer Experience Specialist: Retail

The Customer Experience Specialist will support retail partners by managing inquiries, resolving issues, identifying trends, and ensuring a seamless experience across all interactions. This role requires strong communication skills, attention to detail, and the ability to collaborate with internal teams to improve customer outcomes.

• Respond promptly and professionally to retail partner inquiries through multiple channels, including email and phone.
• Build trusted relationships with retail partners and communicate effectively with stakeholders at different organizational levels.
• Provide accurate guidance on products, services, and processes while helping partners navigate challenges.
• Document customer interactions, feedback, and resolutions to improve internal visibility and support processes.
• Diagnose partner pain points and deliver thoughtful, customized solutions.
• Collaborate with internal teams such as Product, Trust & Safety, and Engineering to escalate and resolve complex issues.
• Identify recurring themes and trends in partner communications to recommend operational improvements.
• Develop expertise in retail-focused products, services, and processes to provide high-quality support.
• Proactively strengthen partner relationships and contribute to long-term satisfaction and success.

Requirements:

The ideal candidate is a customer-focused professional who combines strong communication abilities with problem-solving skills and a proactive mindset. You should be comfortable managing multiple priorities, working with external partners, and using technology to deliver efficient support.

• High school diploma or equivalent required.
• 1+ year of experience troubleshooting customer issues or supporting customer-facing operations.
• Experience managing multi-channel customer communications, including phone and email support.
• Familiarity with CRM systems or customer interaction management tools.
• Strong verbal and written communication skills with the ability to engage professionally with different audiences.
• Excellent critical thinking skills and the ability to evaluate problems and develop effective solutions.
• Strong customer service mindset with a focus on empathy, responsiveness, and creating positive experiences.
• Self-starter attitude with the ability to take ownership and move projects forward independently.
• Curiosity and willingness to understand partner needs and proactively improve outcomes.
• Experience with retail, e-commerce platforms, or online retail operations is preferred.
• Strong interpersonal skills with the ability to build trust with internal teams and external partners.

Benefits:

• Remote work flexibility with a flexible work model designed to support productivity and collaboration.
• Competitive hourly compensation based on location:
  • CA, NY, CT, NJ: $20.67 - $21.88 USD/hour.
  • WA: $19.71 - $20.92 USD/hour.
  • OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23 - $20.19 USD/hour.
  • All other states: $17.31 - $18.27 USD/hour.
• Market-competitive benefits package.
• Opportunities to collaborate with cross-functional teams and influence customer experience improvements.
• Supportive environment focused on learning, growth, and professional development.
• Opportunity to contribute to a service used by millions of customers and retail partners.