Customer Experience Specialist

Aviron Interactive Inc.; Manila; Remote; PHP 420,000 - 540,000; Full time

Benefits offered by this job

2 weeks paid vacation

Sick leave and personal days

Health benefits

Paid CAD holidays

Computer and headset

$25/month internet coverage

Job summary

Aviron Interactive Inc. is seeking a Customer Experience Specialist to serve as the primary contact for our customers and represent the brand from the Philippines for North American clients.

You will resolve issues, answer questions, and educate customers on our connected fitness products through live demos. You should have 1+ year in customer service, excellent English, and strong multitasking skills in a fast-paced startup environment.

Qualifications

• 1+ year of experience in customer service or equivalent role.
• Excellent written and verbal English communication, comfortable on live video with North American customers.
• Strong time management and multitasking in a fast-paced environment.
• High typing speed and accuracy for live chat.
• Analytical, logical approach to problem-solving.
• Experience with CRM systems; NetSuite is a plus.

Responsibilities

• Be the first point of contact for customers via live chat, phone, email, and social media.
• Resolve issues with empathy and clarity; escalate technical issues to Tech Support when needed.
• Process orders, cancellations, returns, and verify account information.
• Submit and manage shipping claims and delivery-related escalations.
• Identify recurring issues and share feedback to improve support processes.
• Educate customers on hardware and software features through live product demos.
• Support cross-functional projects as needed.

Skills

Customer service

English proficiency

Time management

Typing speed

Problem solving

CRM experience

Education degree

Quiet workspace

Stable internet

Education

College diploma or university degree

Tools

NetSuite

CRM systems

Job description

About the role

Aviron is looking for a talented, customer-focused, detail-oriented professional to join our team as a Customer Experience Specialist. In this role, you will be the primary point of contact for our customers and a key representative of the Aviron brand. You will help customers navigate their journey with us by resolving issues, answering questions, and educating them on our connected fitness products. This role supports our North American customer base from the Philippines, working overnight Philippine hours. This role is a great fit for someone who enjoys problem-solving, takes ownership of customer interactions from start to finish, and is excited to work in a fast-paced, growing startup environment. You enjoy learning products and software inside and out, adapt quickly to change, and are motivated by delivering a thoughtful, high-quality customer experience.

Key responsibilities

• Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms

• Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media

• Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate

• Process orders, cancellations, returns, and verify customer account information as needed

• Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned

• Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience

• Educate prospective members on Aviron hardware and software features through live video product demos

• Support cross-functional and ad hoc projects as needed

About you

• 1+ year of experience in a customer service, customer support, or equivalent role

• Excellent written and verbal communication skills in English, including comfort on live video calls with North American customers

• Able to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment

• Strong typing speed and accuracy, particularly in live chat environments

• Analytical and logical approach to problem-solving

• Experience working with CRM systems

• Experience with NetSuite is an asset

• College diploma or university degree preferred, but equivalent experience will be considered

• A private, quiet workspace suitable for customer calls and video demos

• Reliable high-speed home internet, with a backup connection such as mobile data

Benefits

• 2 weeks paid vacation

• Sick leave and personal days

• Health benefits

• Paid CAD holidays

• Computer and headset

• $25/month for internet coverage

About us

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that's fun, effective and even addictive. Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia.