Seasonal Customer Experience Associate

Trade Coffee; New York (NY); Remote; USD 32,000 - 45,000; Part time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Multitasking

Coffee hobby

Job description

Trade is changing the way people discover and enjoy specialty coffee at home. We’ve built the country’s largest marketplace of independent roasters, combining deep coffee expertise with smart personalization to help hundreds of thousands of customers find coffees they love. Our platform connects people to 500+ coffees from 55+ of America’s best roasters, and every bag is roasted fresh to order and shipped straight to their door. By making discovery easy and fun, we’re opening up specialty coffee to more people while helping small, independent roasters grow and thrive.

The Role

We’re 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 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
• Pick up conversations our AI support agent escalates, review what’s already happened, and resolve them
• Teach customers about coffee, from fine-tuning their taste profile to brewing a better cup at home
• Help customers find their way around our coffee, subscription, gift, and equipment offerings
• Flag cases where the AI agent got something wrong or should have handed off sooner, to help us improve
• Spot recurring issues and trends as they happen and flag them to CX leadership
• Pass customer feedback to the team to share with Operations, Marketing, and Product

You are…

• Experienced with or passionate about specialty coffee (roasting, processing, brewing, tasting) — you’ll be sharing insight and advice on coffee directly with our customers
• Energized by talking with customers, whether on the phone or in writing
• A clear, warm communicator who stays calm and positive in high-pressure moments
• Comfortable switching between channels and juggling several conversations at once
• Able to work independently and stay organized in a remote setting
• Quick to learn new tools, and open to giving and receiving feedback
• Comfortable working alongside AI tools, and curious about how they can make support better
• Available 24–32 hours per week, through the busy holiday season

Bonus points if you have…

• Experience in or passion for specialty coffee (roasting, processing, brewing, tasting)
• Familiarity with Shopify or another e-commerce platform
• Experience with Gorgias or similar support tools
• Experience working with AI-assisted support tools

Compensation

$28/hour