Customer Experience Specialist

Aptino, Inc.; Plano (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Aptino, Inc. is seeking a Customer Experience Partner to support B2B customers via phone, email, and chat. You’ll troubleshoot issues, research questions, and collaborate with internal teams to improve workflows and reduce repetitive tasks.

The role emphasizes strong communication, analytical thinking, and comfort with technology. You will help identify recurring issues and play a part in enhancing the overall customer experience through automation and cross-functional teamwork.

Qualifications

• Bachelor’s degree or equivalent professional experience in a related field.
• 2–4+ years of customer service experience, preferably in tech or fast-paced settings.
• Strong problem‑solving and analytical skills are required.
• Experience with Zendesk or similar customer support platforms is preferred.
• Comfortable working with CRM systems and business applications.

Responsibilities

• Provide professional customer support through phone, email, and chat.
• Troubleshoot customer issues and identify root causes.
• Research questions and provide accurate, timely solutions.
• Identify recurring issues and opportunities to improve customer experience.
• Look for ways to reduce manual and repetitive work through automation.
• Work with CRM, Zendesk, order management, and other business systems.
• Maintain accurate documentation of customer interactions and resolutions.
• Partner with Product, Engineering, Operations, and other internal teams to resolve issues.
• Review customer support data such as CSAT, ticket volume, resolution rates, phone activity, and chat activity.
• Manage multiple customer requests while maintaining strong attention to detail.
• Adapt quickly to new processes, technologies, and changing priorities.

Skills

Customer service

Troubleshooting

Root cause analysis

Process improvement

CRM systems

Zendesk

Excel / Google Sheets

E-commerce platforms

AI tools / automation

Documentation

Strong communication

Education

Bachelor’s degree in Business Administration/Communications

Equivalent professional experience

Tools

Zendesk

CRM systems

Excel

Google Sheets

E-commerce platforms

Job description

Work Arrangement: Fully On-Site

About the Role

• We’re looking for an energetic, customer-focused problem solver to join our team as a Customer Experience Partner.
• In this role, you’ll support B2B customers through phone, email, and chat, research and resolve their questions, troubleshoot issues, and work with internal teams to find effective solutions.
• You’ll also help identify recurring customer issues, manual tasks, and process gaps and recommend ways to improve workflows, reduce repetitive work, and create a better customer experience.
• If you’re a strong communicator, analytical thinker, fast learner, and comfortable with technology and AI tools, this could be a great opportunity for you.

What You’ll Do

• Provide professional customer support through phone, email, and chat
• Troubleshoot customer issues and identify root causes
• Research questions and provide accurate, timely solutions
• Identify recurring issues and opportunities to improve customer experience
• Look for ways to reduce manual and repetitive work through automation
• Work with CRM, Zendesk, order management, and other business systems
• Maintain accurate documentation of customer interactions and resolutions
• Partner with Product, Engineering, Operations, and other internal teams to resolve issues
• Review customer support data such as CSAT, ticket volume, resolution rates, phone activity, and chat activity
• Manage multiple customer requests while maintaining strong attention to detail
• Adapt quickly to new processes, technologies, and changing priorities

• Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent professional experience
• Experience in customer service, troubleshooting, root cause analysis, or process improvement
• Strong problem-solving and analytical skills
• Comfortable working with technology, CRM systems, and business applications
• Strong written and verbal communication skills
• Excellent attention to detail and documentation skills
• Ability to manage phone, chat, and email customer interactions
• Ability to work independently and collaborate with cross-functional teams
• Ability to pass a pre-employment background screening
• 2–4+ years of customer service experience, preferably in a technology-focused or fast-paced environment
• Experience with Zendesk or similar customer support platforms
• Experience with Excel, Google Sheets, or similar spreadsheet tools
• Experience working with e-commerce platforms
• Familiarity with AI tools, automation, workflow optimization, or process improvement
• Experience with digital imaging or image-editing tools
• A Bachelor’s degree is required, but fresh graduates and entry-level candidates are encouraged to apply
• Previous Zendesk or customer service experience is a plus, but not required if you have strong communication, problem‑solving, and technical skills.

The ideal candidate is:

• Customer-focused and committed to creating a positive customer experience
• A strong problem solver who enjoys investigating and resolving issues
• Tech-savvy and comfortable learning new systems
• Interested in using AI and automation to improve processes
• Organized and able to manage multiple priorities
• Detail-oriented with strong documentation skills
• Comfortable working in a fast-paced environment
• Interested in supporting creators, crafters, small business owners, and hobbyists.

• This is a 100% on-site position in Plano, Texas.
• Candidates must be available to work 40 hours per week, 5 days per week, with shifts scheduled within the following coverage window: