We are seeking a dedicated and experienced Customer Experience Specialist to help drive initiatives that enhance our customer experience. The ideal candidate will have a strong background in customer service settings, demonstrated experience with Zendesk customer experience metrics, proactive retention strategies, and will work closely with our eCommerce team to prioritize new functionalities based on customer feedback. Additionally, the candidate will be hands-on in answering customer tickets to ensure top-notch customer service.

Key Role Responsibilities

Customer Ticket Management:

• Actively participate in answering customer tickets to stay connected with the customer base and understand their needs.
• Communicate trends in customer correspondence to management to identify and address potential issues proactively.
• Oversee and respond to social media correspondence.
• Ensure timely and effective resolution of customer inquiries and issues.
• Utilize customer interactions to identify common pain points and areas for improvement in customer service processes.

Cross-Functional Collaboration:

• Partner with the eCommerce team to gather and prioritize customer feedback regarding new functionality and features.
• Advocate for customer needs and ensure their feedback is integrated into product development cycles.
• Work with the eCommerce team to test and launch new functionalities that enhance the customer experience.

• Strong experience with the Zendesk platform and 2 years experience in a customer experience role required
• Exceptional written and spoken communication skills and interpersonal skills, with the ability to build strong relationships with teams across different departments.
• Proactive, customer-focused, and driven to achieve results.
• Strong analytical skills with the ability to interpret customer experience metrics and data.
• Experience in developing and implementing retention strategies.
• Highly organized with strong project management skills and the ability to multi-task.
• Experience communicating directly with customers and executives from the organization.
• Experience owning customer correspondence on social media.

Preferred Skills:

• Experience in the eCommerce industry
• Knowledge of best-practices in customer experience and support.
• Eerience with reporting to an executive team.