Ecommerce Customer Experience Specialist

Title: Ecommerce Customer Experience Specialist

Location: 100 % Remote

Duration: 6 months with possible extension

JOB DESCRIPTION

We're seeking a customer-centric, highly organized Ecommerce Customer Experience Specialist. You'll play a key role in streamlining our back-office operations, mitigating risk, creating clear and comprehensive documentation and training materials, maintaining knowledge-based content, and expertly resolving sensitive customer escalations. Experience adapting communication style to be clear for different audiences (e.g. written, verbal, formal, informal), demonstrated ability to prioritize tasks and manage multiple deadlines are needed. This position requires exceptional attention to detail, organizational skills, and the ability to collaborate effectively with cross-functional teams to problem-solve effectively to deliver best-in-class customer care and ensure customer satisfaction.

Key Responsibilities:

• Optimizing Customer Experience
• Lead weekly meetings with contact center leadership to identify and address customer and agent pain points.
• Analyze data and collaborate with cross-functional teams to refine processes, policies, and documentation.
• Partner with digital operations, promotions, marketing, retail and other business units to ensure clear and timely communication reaches the contact center team (e.g. product launches, sales event, store open/closure, fulfillment updates, ad hoc announcements, etc.)
• Maintaining back-office operations
• Manage system access and account administration (create/delete accounts, password resets), for all customer service agents across various platforms (CRM, back office, order management, payment processor portal, etc.).
• Resolve back-office requests, including tax calculations, gift card issues, and retail store overcharges.
• Drive resolution for complex customer escalations including BBB case management, partnering with risk, privacy, and legal teams for timely resolution.
• Handle B2B inquiries, applications, and communications.
• Manage internal resources and troubleshoot employee discount concerns.
• Creating and Maintaining Knowledge Base
• Act as a Subject Matter Expert (SME) on all customer service processes, documentation, and policies.
• Continuously update and refine the knowledge base for both agents and customers.
• Develop step-by-step training materials for new site and system features (.com, app, retail, and marketplaces).
• Analyze content engagement metrics to identify and address knowledge gaps and improve self-service options. Track view count, feedback, community comments, null search, etc.
• Stay up-to-date on CRM AI tools and use them to optimize agent workspace and content management.
• Support holiday operations by building and maintaining a comprehensive holiday resource center for agents.
• Warranty Program Liaison
• Partner with the Henderson warranty team to support warranty claim processing.
• Review and approve refund check requests.
• Generate monthly reports on product quality feedback to inform product improvement initiatives.

Qualifications:

Customer Experience & Operations:

• 2-4 years of experience in customer service, retail ecommerce, or a related field.
• Experience working in a CRM system (Salesforce, Zendesk, Talkdesk a plus).
• Strong problem-solving and analytical skills to resolve complex customer escalations.
• Excellent communication skills for clear and concise written and verbal interactions with internal and external teams.
• Demonstrated ability to create and maintain accurate and helpful process documentation.

Project Management & Collaboration:

• 1-3 years of project management experience (or equivalent).
• Experience collaborating with geographically dispersed teams and stakeholders.
• Proven ability to prioritize tasks, manage multiple deadlines, and work independently to meet tight deadlines.
• Navigate effectively through ambiguity by gathering information, analyzing situations, and taking decisive action to achieve project goals.
• The ability to navigate complex communication channels and reporting structures in a global, matrixed organization is highly desired.

Industry Knowledge & Skills:

• Bachelor's degree.
• General knowledge of best-in-class eCommerce business and marketplace industry practices.
• Ability to thrive in a fast-paced, results-oriented, dynamic environment.
• Ability to analyse data (quantitative and qualitative) and translate insights into actionable steps.