Customer Experience Specialist - Remote Contract

About the Role

Our client is a technology leader dedicated to connecting individuals with local neighborhood services across the US, Canada, Australia, Japan, and Germany. They aim to enhance local commerce by enabling businesses to effortlessly meet consumer demands and creating new employment and lifestyle opportunities. Their mission centers on empowering local economies through last-mile logistics infrastructure.

This contract position for a Customer Experience Specialist is fully remote and involves working Thursday through Sunday during 9-hour shifts from 6:00 AM to 3:00 PM PT, totaling 36 hours per week.

Key Responsibilities

• Handle inbound customer inquiries via email and SMS promptly and professionally.
• Assess eligibility for refunds based on defined policies and timelines.
• Verify order details and gather necessary information prior to processing requests.
• Prepare and submit structured requests for approvals as required.
• Monitor case progress to ensure timely resolution and accurate closure.
• Complete all necessary documentation, including forms and daily operational reports.
• Escalate complex, high-risk, or exceptions to policies to appropriate channels.
• Maintain clear and professional communication with customers throughout issue resolution.
• Identify patterns in recurring problems and report these trends to leadership.
• Provide support for a newly launched product during its pilot phase.
• Consistently deliver high-quality customer service while meeting established service level agreements.

Required Qualifications

• Previous experience in customer support or roles involving direct customer interaction.
• Excellent written communication capabilities.
• Strong attention to detail and accuracy.
• Able to adhere strictly to policy-driven processes.
• Capacity to work within established SLAs and meet turnaround expectations.
• Sound judgement and effective decision-making skills.
• Proficient use of Google Workspace and email tools.
• Strong organizational and analytical problem-solving abilities.
• Capability to perform effectively in a fast-paced and constantly changing environment.
• Flexibility to work evening and weekend shifts as required.

Preferred Qualifications

• Possession of or current pursuit of a bachelor's degree.
• At least one year of experience in sectors such as sales, consulting, strategy, business development, operations, technology, banking, analytics, startups, or related areas.
• Experience collaborating with external partners.

Compensation and Benefits

The role offers a competitive salary range with most hires placed near the median, reflecting a fair assessment based on skills and experience. Contractor benefits are accessible through a third-party employer of record following the eligibility waiting period, including medical, dental, vision coverage, and 401(k) benefits.

Equal Opportunity

The employer is committed to equal opportunity, ensuring no discrimination occurs based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.