Customer Experience Associate

About the Role

We’re looking for a Customer Experience Associate who genuinely cares about helping customers and takes ownership of problems end-to-end. This role is on the front lines of our company - you’ll talk to customers daily, solve real problems, and help shape how our product and support experience evolve. If you like fast-paced environments, figuring things out as you go, and making things better instead of just following scripts, you’ll fit right in.

What You’ll Do

• Be the first point of contact for customers via email, chat, and phone
• Understand customer issues quickly and resolve them with clarity and empathy
• Own customer problems until they’re fully resolved
• Clearly explain our product, features, and policies in simple, human language
• Help onboard new customers and ensure they’re set up for success
• Log and track customer conversations, issues, and outcomes
• Spot patterns in customer feedback and share insights with Product and Ops teams
• Help improve FAQs, help docs, workflows, and internal processes
• Hit response time, resolution, and customer satisfaction goals
  
  

What Success Looks Like

• Customers feel heard, helped, and confident using our product
• Issues get solved fast and don’t keep coming back
• The product and processes improve because of customer insights you surface
• Customer satisfaction and retention consistently improve
  
  

What We’re Looking For

• 1–3 years of experience in customer support, CX, or a similar role
• Strong written and verbal communication skills
• Comfortable handling multiple conversations at once without dropping the ball
• Calm, empathetic, and practical under pressure
• Organized, detail-oriented, and good at following through
• Comfortable using CRM or support tools (or learning them quickly)
• A strong sense of ownership - you don’t wait to be told what to do
  
  

Nice to Have

• Experience in a startup or fast-moving environment
• Familiarity with support metrics like CSAT, NPS, or SLAs
• Experience working with product or engineering teams
• Willingness to work flexible hours if needed
  
  

Why Join Us

• You’ll have real ownership and visibility from day one
• Your feedback will directly influence product and process decisions
• You’ll work cross-functional
• You’ll grow with the company as we scale
  
  

Skills: customer experience,csat,crm