Customer Experience Associate I

Jobtailor; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Nestig is seeking a Customer Experience teammate to own end-to-end issue resolution across live chat, email, phone, and direct messages. You will collaborate with product, operations, and management to improve the customer journey and communicate feedback for product improvements.

The role requires 1–2+ years in a customer-facing role, onsite in New York’s Flatiron, and strong verbal and written communication. You’ll advocate for customers and provide data-driven insights to management.

Qualifications

• 1–2+ years in a customer-facing role at an early-stage company.
• Must be able to work onsite in New York City (Flatiron) three days a week (Mon, Wed, Thu).
• Excellent verbal and written communication skills.
• Passion for customer experience, helping people, and problem solving.
• Strong empathy and ability to adapt to a fast-paced environment.
• Self-starter with a team-oriented attitude and ability to stay calm under pressure.

Responsibilities

• Own end-to-end resolution of customer issues via live chat, email, phone, and direct message.
• Collaborate with cross-functional teams to resolve customer concerns efficiently.
• Provide clear, empathetic, and effective customer interactions.
• Advocate for customers by communicating feedback and suggesting product and process improvements.
• Provide data-driven insights and reporting to management.
• Analyze customer feedback, identify pain points, and improve the customer journey.
• Report to the Manager, Customer Experience and collaborate with management, operations, and product teams.

Skills

Customer support

Communication

Problem solving

Empathy

Cross-functional collaboration

Job description

• Own the end-to-end process of resolving customer issues through live chat, email, phone, and direct message
• Collaborate with cross-functional teams to resolve customer concerns efficiently
• Provide clear, empathetic, and effective customer interactions
• Become a product expert across Nestig’s categories, including wallpaper and car beds, safety testing, and assembly
• Advocate for customers by communicating feedback and suggesting product and process improvements
• Provide data-driven insights and reporting to management
• Analyze customer feedback, identify pain points, and improve the customer journey
• Report directly to the Manager, Customer Experience and collaborate with management, operations, and product teams

Requirements

• 1-2+ years experience in a similar, customer-facing role, ideally within an early-stage, growth-oriented company
• Must be able to work onsite in the New York office in Flatiron three (3) days a week (Monday, Wednesday, Thursday)
• Excellent communication skills, both verbal and written
• Passion for customer experience, helping people, and problem solving
• Comfort interacting with people from all walks of life and strong empathy
• Flexibility with changing priorities in a fast-paced environment
• Ability to autonomously manage multiple assignments, meet deadlines, and analyze impact
• Willingness to take on multiple responsibilities
• Self-starter with a team-oriented attitude and ability to stay calm under pressure
• Ability to embody and exercise Nestig's Core Values
• Legal authorization to work in the USA

Core Competencies

Demonstrates expertise in customer experience management, effectively resolving issues through various communication channels while advocating for customer needs and providing data-driven insights. Capable of analyzing feedback to enhance the customer journey and collaborating with cross-functional teams.

Highest-signal resume keywords

• Customer Experience Management
• Data Analysis
• Effective Communication
• Problem Solving
• Cross-Functional Collaboration

Soft Skills

• Empathy
• Flexibility
• Self-Starter
• Team-Oriented
• Calm Under Pressure

Industry Keywords

• Customer Feedback
• Customer Journey
• Product Knowledge
• Safety Testing
• Assembly