Customer Experience Representative (Email & Chat)

Please note that this is a four (4)-month contract position, with the possibility of transitioning to a long-term role.

The Senior Customer Experience Representative will be working alongside our CX Supervisor and other support agents, striving to provide world-class support and experience to all our customers.

JOB DUTIES AND RESPONSIBILITIES

• Manage customer emails and chats in a highly personalized and professional manner.
• Take ownership of high-impact or sensitive customer escalations, ensuring timely resolution and conducting root cause analysis.
• Identify recurring issues or patterns in customer inquiries and collaborate with relevant teams to implement improvements.
• Champion customer advocacy by escalating systemic issues and partnering with leadership to drive long-term solutions.
• Contribute ideas on an ongoing basis to improve customer service efficiency and effectiveness.
• Take full ownership of KPIs and consistently strive to meet or exceed targets with dedication and accountability.
• Assist in filling and maintaining important trackers and reports.

EXPERIENCE, EDUCATION & DESIGNATIONS

• Bachelor’s degree required,post-secondary education preferred but not required
• Min 3 years’ experience in customer service, or a similar type of role
• Experience or knowledge of Ecommerce and/or retail space is highly preferred.
• Ability to work well in a team environment.
• Fluency in English written skills.
• Ability to work under tight timelines.
• Proven track record of meeting and/or exceeding KPIs.

KNOWLEDGE, SKILLS & ATTRIBUTES

Technical Skills

• Experience with help desk platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or Intercom
• Familiarity with CRM tools for logging interactions and tracking customer history
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.)
• Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce (a plus)

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Soft Skills

• Strong communication skills, with fluency in written English
• Excellent organizational and prioritization abilities
• Ability to work well in a team environment
• Comfortable working under tight timelines and in fast-paced settings
• Goal-driven, with a proven track record of meeting or exceeding KPIs
• Demonstrates patience, discipline, and a positive attitude
• Quick learner with the ability to adapt to new tools and processes

Workplace Attributes & Cultural Fit

• Enthusiastic, go-getter attitude with a positive impact on team morale
• Ability to thrive in a fast-paced, start-up environment
• Comfortable handling dynamic work environments with competing priorities
• Strong time management skills to meet deadlines
• Demonstrates alignment with American Tall’s core values such as Customer Obsession, Accountability, Adaptability, Collaboration
• Genuine interest in helping people and delivering exceptional service
• Ability to work autonomously while staying aligned with team goals