Customer Experience Pro (Remote) – Growth & Impact

Ancient Crunch Inc.; Arizona; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Health and wellness culture

Job summary

Ancient Crunch Inc. is hiring a Customer Relations Associate who focuses on building positive customer experiences while handling inquiries, returns, and account changes. You will learn our policies and collaborate with marketing, wholesale, and tech teams to resolve issues efficiently.

The role emphasizes empathy, accuracy, and a proactive approach to improving customer communication. Remote work with EST hours, full-time, 40 hours per week, with benefits and growth opportunities.

Qualifications

• Authorized to work in the U.S.
• Good memory, follow-up skills, and ability to manage multiple priorities
• Interest in product quality, wellness, and customer care is a plus
• Bachelor's degree preferred
• East Coast Hours Preferred (EST)

Responsibilities

• Answer priority tickets (order cancellations, subscription cancellations, and address changes) promptly.
• Respond to customers in a way that makes them feel heard and valued.
• Follow up with customers when necessary.
• Log quality issues from customers (seasoning issues, overcooked chips, etc.).
• Log fulfillment issues (missing items, delays).
• Log shipping issues (misdelivered packages, reroute as needed).
• Know refund, shipping, and subscription policies.
• Know product offerings, ingredients, discounts, and sourcing.
• Know daily systems used (Klaviyo, Gorgias, Skio, Post Script, Slack, Google, Notion).
• Forward tickets to necessary departments and collaborate with others.
• Be aware of spam/phishing schemes.
• Look for ways to improve customer experience (e.g., policy wording).
• Work as a team with your department and others.
• Send replacements/discount codes when needed.
• Issue refunds with management approval.
• De-escalate emotionally charged scenarios with grace.
• Assist other departments as needed.
• Share information, ideas, or patterns with management.
• Keep calendar up-to-date.
• Keep customers happy.

Skills

Time management

Clear and kind communication

Grammar and punctuation

Attention to detail

Pattern recognition

Investigative skills

Google Sheets basics

Problem solving

Work under pressure

Teamwork

Willingness to learn

Education

Bachelor's degree

Job description

Ancient Crunch Inc. is hiring a Customer Relations Associate who focuses on building positive customer experiences while handling inquiries, returns, and account changes. You will learn our policies and collaborate with marketing, wholesale, and tech teams to resolve issues efficiently.

The role emphasizes empathy, accuracy, and a proactive approach to improving customer communication. Remote work with EST hours, full-time, 40 hours per week, with benefits and growth opportunities.