Customer Experience Associate

Grailed is looking for a customer service associate. If you have great customer service skills and are looking for a great position. Check out the position below.

We are looking for a Customer Experience Associate to join our team and help us ensure that Grailed users are met expedient support, full of compassion and fueled by a desire to brighten their day. This position will be part of a remote team of agents, working in the the Eastern Time Zone to help ensure global temporal coverage. This position starts off at $18 per hour, does not include benefits, and will require the occasional weekend shift.  As a Customer Experience Associate, you will:

• Answer incoming customer emails regarding billing issues, product problems, service questions and general user concerns, averaging around 200 emails per shift. 
• Think proactively about how to improve our processes and taking action on opportunities to increase the efficacy of the Grailed Customer Experience team. 
• Maintain a high level of professionalism with clients and work to establish a positive rapport with every customer, going above and beyond what is expected to make our customers feel valued. 
• Work with other internal teams to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.

The following might describe you:

• An excellent written communicator, you are able to type at least 60 words per minute. 
• Living within the Eastern Time Zone (ETZ) 
• Experience in a high volume, customer-facing support role (ideally email-based).  
• Full of pride for your role and ownership over the Grailed customer experience. 
• Impeccable judgment when trusted with sensitive, non-public data and information.

Bonus:

• 2+ years in a customer experience/support role, preferably in an online environment
• Competence with Zendesk (or other ticketing processor systems)
• Experience with metrics such as SLA (Service Level Agreement), customer satisfaction, etc.

APPLY HERE