Customer Experience Operations Specialist

Time zone
Anywhere 🌎
Salary, USD
40,000 - 55,000/yr
Type
Full Time
Opening date
Closing date
22 Sep 2021
Views
816

Closed

This job has now closed and is no longer accepting applications.

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Archive Job Description

We’re TeeTurtle, a rapidly growing eCommerce/consumer products company that creates nerdy toys, games, apparel, and accessories. We are looking for a tenacious Customer Experience Operations Specialist to provide exceptional customer service through all written channels (Zendesk, social media, Kickstarter) while also identifying training opportunities, documentation needs, process improvements, and new programs that will ensure our customers have a consistently positive experience shopping with us.

The ideal candidate is passionate about customer experience, detail oriented, and process driven. While assisting customers through frontline support channels, they will be constantly working to identify process and tooling improvements needed to support our team. Their attention to detail and strong writing skills will enable them to have clear, thorough writing in their correspondences with customers and in the documentation they create for the Customer Experience team. The ideal candidate thrives in a fast-paced environment and knows how to balance getting the job done with maintaining a pleasant demeanor that is in-line with our brand’s tone and image.

Job Responsibilities:

  • Answer TeeTurtle customer messages submitted via email, social media, Kickstarter and online reviews in a timely manner to appropriately assist each customer, leave a positive impression of the brand, and improve customer retention
  • Participate in training to improve critical skills such as typing speed, grammar, writing style, and problem solving
  • Work with our warehouse teams to ensure all exchanges and returns are processed quickly and correctly, to provide a seamless customer experience
  • Create and maintain documentation for Customer Experience team processes and procedures
  • Assist the Customer Experience Supervisor with changes to our Zendesk implementation to support the teams day-to-day work (ie. ticket field changes, revising templates, updating triggers/automations)
  • Monitor customer backorders and errors within our fulfillment processes to ensure all customer orders are processed in a timely manner
  • Other duties and projects as assigned

Requirements

  • Bachelor’s degree or comparable experience
  • 3+ years of Customer Service experience, ideally in E-Commerce
  • Fluency in English, additional languages are a plus
  • Minimum typing speed of 45 WPM
  • Strong attention to detail
  • Exceptional written communication skills
  • Experience with Zendesk or comparable CRM (Salesforce, Help Scout, Kustomer)
  • Ability to multitask, prioritize and manage time effectively
  • Willingness to work a shifted Sunday-Thursday schedule as needed

Salary Range: $40-55k per year, depending on experience

What We Offer:

  • Competitive salary and eligibility to receive an annual performance-based bonus
  • Generous unlimited PTO policy to provide you flexibility and work-life balance
  • 401(k) with a company match
  • $0 monthly health insurance premium and flexible health plan options to fit your needs
  • 75% employee discount on TeeTurtle.com and UnstableGames.com
  • Access to LinkedIn Learning training courses and an educational reimbursement policy
  • A creative and fast-paced work environment
  • A culture of integrity, compassion, and curiosity

TeeTurtle provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other protected status in accordance with applicable federal, state and local laws. TeeTurtle complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

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