Customer Experience Specialist (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Customer Experience Specialist on a contract basis to support their business needs. This role is 100% remote.

Shift: Thursday–Sunday | 6:00 AM–3:00 PM PT | 9-hour shifts | 36 hours per week.

Responsibilities:

• Respond to inbound customer inquiries via email and SMS
• Evaluate refund eligibility based on established policies and time-based criteria
• Validate order details and required information before processing requests
• Prepare and submit structured approval requests
• Track case resolution status and ensure accurate case closure
• Complete required documentation, forms, and daily operational reports
• Escalate high-risk, complex, or policy-exception cases when appropriate
• Communicate professionally with customers throughout the resolution process
• Identify recurring issues and communicate trends to team leadership
• Support the successful execution of a newly launched product during its pilot phase
• Deliver a high-quality customer experience while adhering to established service level agreements (SLAs)

Skills and Qualifications:

• Prior customer support or related customer-facing experience
• Strong written communication skills
• Strong attention to detail
• Ability to work within policy-driven processes and procedures
• Ability to follow structured SLAs and meet turnaround time expectations
• Sound judgment and decision-making skills
• Proficiency with Google Workspace and email applications
• Strong organizational and problem-solving skills
• Ability to work in a fast-paced, evolving environment
• Availability to work evening and weekend shifts

Preferred Qualifications:

• Bachelor's degree or currently pursuing a bachelor's degree
• 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, startups, or a related field
• Experience working with external partners

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.