Remote Seasonal Coffee Customer Experience Specialist

Trade Coffee; New York (NY); Remoto; USD 32.000 - 45.000; Part-time

Descrizione del lavoro

Trade Coffee is hiring seasonal Customer Experience Associates on a contract basis to support our team and customers from November through January, our busiest time of year. This is a remote role at 24–32 hours per week, working U.S.

Eastern business hours (9am–5pm ET). You will handle inbound calls and respond to customers over email and SMS with personal, high-quality support, resolve order, subscription, shipping, and account issues quickly and accurately, especially during peak holiday

Competenze

• Experience with or passion for specialty coffee, including roasting, processing, or brewing.
• Strong written and verbal communication skills.
• Comfortable working remotely and juggling multiple conversations.
• Openness to feedback and to using AI-assisted tools.

Mansioni

• Handle inbound phone calls and respond to customers over email and SMS with personal, high-quality support.
• Resolve order, subscription, shipping, and account issues quickly and accurately, especially during peak holiday volume.
• Take over conversations escalated by AI support, review history, and resolve them.
• Teach customers about coffee, from taste profiles to brewing a better cup at home.
• Help customers navigate our coffee, subscription, gift, and equipment offerings.
• Flag AI missteps and opportunities to improve the handoff process.
• Spot recurring issues and trends, and flag them to CX leadership.
• Pass customer feedback to Operations, Marketing, and Product teams.

Conoscenze

Customer service

Communication

Multitasking

Coffee hobby

Descrizione del lavoro

Trade Coffee is hiring seasonal Customer Experience Associates on a contract basis to support our team and customers from November through January, our busiest time of year. This is a remote role at 24–32 hours per week, working U.S.

Eastern business hours (9am–5pm ET). You will handle inbound calls and respond to customers over email and SMS with personal, high-quality support, resolve order, subscription, shipping, and account issues quickly and accurately, especially during peak holiday