Customer Experience Agent

Our client, a leading platform that powers membership and subscription programs for top restaurants and chefs, is seeking a Customer Experience (CX) Agent to provide seamless customer support and maintain high service standards. This role is ideal for a problem-solver with strong communication skills, attention to detail, and the ability to handle customer inquiries efficiently in a fast-paced environment.

Location: Remote, Full-Time, 11 AM - 7 PM EST

Key Responsibilities

• Manage and respond to customer inquiries via email, chat, and ticketing systems, ensuring timely and high-quality resolutions.
• Resolve subscription, payment, and order fulfillment issues for end-customers across multiple restaurant partners.
• Troubleshoot technical issues, escalating complex cases to internal teams when necessary.
• Assist in transitioning to a new CX platform (e.g., ZenDesk, Intercom), ensuring a smooth migration of customer support operations.
• Implement and support live chat functionality, helping define coverage hours and engagement strategies.
• Track and analyze customer support metrics, providing insights to improve response times and service quality.
• Maintain a deep understanding of the platform and services to provide accurate and helpful support.
  
  

What Success Looks Like

• Quick and effective customer issue resolution.
• Seamless implementation of live chat support.
• Efficient transition to a new CX platform.
• Improved customer experience, measured through support metrics and satisfaction ratings.
  
  

Key Qualifications & Skills

• 1+ years of experience in customer support, ideally in e-commerce, hospitality, SaaS, or subscription-based services.
• Experience with FreshDesk, ZenDesk, Intercom, or similar customer support platforms.
• Strong written and verbal communication skills, with professionalism and empathy.
• Ability to problem-solve quickly, ensuring a positive customer experience.
• Comfortable supporting multiple merchants simultaneously in a fast-paced environment.
• Tech-savvy, with the ability to learn and adapt to new tools and systems.
• Previous experience in hospitality, food & beverage, or a restaurant-adjacent industry is a plus.
  
  

Why Join?

• Competitive salary based on experience.
• Flexible remote work schedule.
• Opportunity to work with a fast-growing company in the hospitality tech space.
• Professional development opportunities.
  
  

Application Process

To be considered for this role these steps need to be followed:

• Fill in the application form
• Record a video showcasing your skill sets