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Customer Experience Specialist
Full-time
A US-based CX and retention marketing agency serving DTC and e-commerce brands is hiring a remote CX Agent to manage customer support queues across email, chat, and helpdesk, working alongside AI support tools and owning the tickets that require a human touch.
Responsibilities
Manage the CX queue across email, chat, and helpdesk, keeping response and resolution times within target.
Handle social media CX (DMs and comments) in each brand’s voice as needed.
Resolve inquiries using existing SOPs and playbooks with accuracy and care.
Troubleshoot common issues independently and escalate complex ones at the right time.
Work alongside AI support tools, owning the tickets that require a human touch.
Flag process gaps and suggest improvements as the team scales.
Requirements
3+ years of customer support / CX experience, ideally for a DTC, e-commerce, or CPG brand.
Excellent written English — clear, warm, on-brand, and error-free.
Comfort with helpdesk tools (Gorgias, Zendesk, or similar).
Strong organizational habits and the ability to work independently in a remote environment.
