Onsite Customer Experience Specialist — San Jose

Applied Labs; San Jose, Northern (CA, KY); Hybrid; USD 45,000 - 57,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Life insurance

Year-end bonus

Paid vacation

Paid sick leave

Holidays & float holidays

401k match

Snacks in office

Employee discount

Gym access

Engagement events

Job summary

AZAZIE in San Jose, CA is seeking a motivated Customer Service Representative to assist customers across phone, chat, messaging, and email. You will resolve product questions, order concerns, returns and account needs, while collaborating with AI-assisted tools to improve the customer experience.

Ideal candidates bring strong communication, problem-solving, and empathy, with the ability to learn new processes quickly and work onsite in a fast-paced environment. Local candidates preferred.

Qualifications

• Strong analytical, problem-solving, and communication skills.
• Ability to learn new products, policies, tools, and workflows quickly.
• Experience with Zendesk or another CRM, or with AI-assisted customer service tools, is preferred.

Responsibilities

• Provide customer support across phone, chat/messaging and email, moving between channels based on customer demand and business needs.
• Resolve complex, sensitive, or unclear concerns that require research, judgment and empathy, especially those that can't be fully addressed through automated, self-service, or standard support pathways.
• Support service recovery and de-escalation by actively listening, setting appropriate expectations, and communicating clear next steps.
• Educate customers on Azazie products, policies, order processes, returns and self-service options, while recognizing when direct agent support provides the better experience.
• Navigate Zendesk, Happy Returns, internal systems, and other support tools and review AI-generated information or recommended responses to ensure they are accurate and appropriate.
• Identify and flag recurring concerns, process gaps, and points of friction, providing clear examples and context to the appropriate CS, Product, Technical, or cross-functional teams.
• Maintain ownership of customer issues through resolution or appropriate escalation.
• Meet performance expectations related to productivity, quality, customer satisfaction, attendance, and schedule adherence.

Skills

Analytical skills

Problem-solving

Communication skills

Multichannel support

Tech-savvy

Empathy

Adaptability

Tools

Zendesk

CRM

AI-assisted tools

Job description

AZAZIE in San Jose, CA is seeking a motivated Customer Service Representative to assist customers across phone, chat, messaging, and email. You will resolve product questions, order concerns, returns and account needs, while collaborating with AI-assisted tools to improve the customer experience.

Ideal candidates bring strong communication, problem-solving, and empathy, with the ability to learn new processes quickly and work onsite in a fast-paced environment. Local candidates preferred.