Part-Time 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 help support their business needs. This role is 100% remote.

This role requires five days per week (Tuesday, Thursday, Friday, Saturday, and Sunday). Scheduled days off are Monday and Wednesday. Shift options are 1:00–5:00 PM PT or 5:00–9:00 PM PT.

Responsibilities:

• Support a newly launched product during its pilot phase within a focused operational pod
• Respond to inbound customer inquiries via email and SMS
• Evaluate refund eligibility based on defined policies and time-based criteria
• Validate order details and required data fields prior to processing
• Prepare and submit structured approval requests
• Track resolution status and ensure accurate case closure
• Complete required forms, documentation, and daily reporting
• Escalate high-risk edge cases or policy exception requests when appropriate
• Communicate clearly and professionally with customers throughout the resolution process
• Identify recurring issues and flag trends to pod leadership
• Deliver a high-quality, reliable customer experience during a critical growth phase

Skills/Qualifications

• Prior customer support or related experience
• Strong written communication skills
• High attention to detail and the ability to work within policy-driven frameworks
• Ability to follow structured SLA processes and meet turnaround expectations
• Sound judgment in determining when to escalate issues
• Proficiency with Google Workspace and email tools
• Ability to work evening and weekend shifts
• Strong organizational skills and execution-focused mindset
• Ability to thrive in a fast-paced, evolving environment

Preferred Qualifications

• Bachelor’s degree completed or in progress
• 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups, or related fields
• 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 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.