Customer Experience Associate, eCommerce

Jobtailor; Missouri; On-site; USD 42,000 - 66,000; Full time

Job summary

Jobtailor is seeking a Customer Experience Specialist in the United States to manage CX initiatives and ticketing workflows. You will respond to inquiries via Gorgias and oversee KPI-driven performance while collaborating with product and marketing teams.

You will implement CX strategies to improve retention, support product launches with CX knowledge, and ensure timely processing of returns and refunds. Strong communication and cross-functional skills are essential.

Qualifications

• 1+ years of Customer Service experience preferred.
• Experience with the following tools is a plus: Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, Google Suite/Analytics.
• Personal shopping, digital styling, and concierge experience is a plus.

Responsibilities

• Provide timely responses via the CS Ticketing platform, Gorgias, tailoring communication to each channel (phone, email, chat, social).
• Oversee ticketing platform flow and monitor operational KPIs.
• Provide insights on platform metrics to identify opportunities to improve customer experience and reduce friction on the path to purchase.
• Collaborate cross-functionally to personalize CX strategies and reinforce satisfaction.
• Develop and implement CX strategies that boost customer retention and loyalty.
• Develop and implement CX strategies that elevate the Greyson brand and clarify the path to purchase.
• Process returns, exchanges, and refunds.
• Assist with upsell strategies and increase customer purchase confidence.
• Partner with DTC & cross-functional teams to support product launches and ensure CX knowledge availability.
• Support process improvements and collaborate cross-functionally to enhance processes and procedures.
• Ensure proper documentation and SOPs are readily available.
• Provide a best-in-class customer experience.

Skills

Customer Service

CX Strategy

KPIs

Ticketing Platform Management

Returns Processing

Upsell Strategies

Tools

Shopify

Gorgias

Loop Returns

Signifyd

Rydership

Globale

Yotpo

Wonderment

Google Suite/Analytics

Job description

Responsibilities

• Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
• Oversee the flow of the ticketing platform and operational KPIs.
• Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase.
• Work cross-functionally to personalize strategies that reinforce customer satisfaction.
• Develop and implement CX strategies that reinforce customer retention.
• Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase.
• Process returns, exchanges, and refunds.
• Help to oversee upsell strategies and increase customer purchase confidence.
• Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team.
• Support process improvement and work cross-functionally to implement and/or improve processes and procedures.
• Ensure proper documentation and SOPs are readily available.
• Provide a best-in-class customer experience.

Requirements

• 1+ years of Customer Service experience preferred.
• Experience in Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/Analytics is a plus.
• Personal shopping, digital styling, and concierge experience is a plus.

Hard Skills

• Customer Experience Strategy
• Operational KPIs
• Ticketing Platform Management
• Returns Processing
• Upsell Strategies

Soft Skills

• Effective Communication
• Cross-Functional Collaboration
• Customer Satisfaction Focus