Customer Experience Specialist

About the Role

We are looking for a Customer Experience Specialist with experience in customer support, who wants to improve our client's experience and leave a mark on their lives.

The Role

The main role is helping customers understand the product, answering questions, clearing up doubts about our meals and service, and solving day-to-day issues, making each of them feel unique and heard. You’ll be part of an exciting, growing team designed to take our support to the next level.

Our operations and subscribers are growing month to month. Not one day is alike in the Customer Experience Team, and most of the time you'll be handling different cases that require time-sensitive responses. Always on and a customer-obsessed attitude are critical to achieving the best results in this role.

Note: You will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business.

Responsibilities:

• Handle all inbound requests from our customers and solve their issues providing an outstanding experience in every interaction
• Address time-sensitive issues, such as payments, account questions, delivery issues, or troubleshooting by email or chat in a timely manner
• Assist clients with any and all questions and concerns regarding their subscription, product, and service overall
• Escalate critical cases and exceptions to CX Supervisor for proper follow up
• Process orders, forms, applications, and general subscription requests
• Develop a deep expertise in our product, key differentiators, and the value it provides to our customers

Qualifications:

• You have at least 3+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
• You have an outstanding level of English (oral and written) and effective communication skills
• You are customer centric and love helping people
• You are very organized, even under pressure
• You have a positive attitude, great people skills, supportive and your are willing to go the extra mile for a team member
• Your North Stars are Quality and Empathy
• If you have knowledge of nutritional information and fine dining, we would love to speak with you!

Specific Requirements:

• Working schedule: Sunday to Thursday | PM shift (2pm to 11pm EST time)
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)
• Hybrid Model - you will be required to attend to our office on demand, but keep in mind that the position is mainly remote.

Benefits:

💸 Get paid in USD. We use Deel to make things easier for you!

⛱ Enjoy 15 days of vacation each year from start date.

🐣 Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.

🕯 Compassionate Leave: 3-5 days each time the need arises.

🧑‍🏫 Personalized English coach

Interview process:

• Application review - Please, submit your English version resume
• Short video presenting yourself - we want to know you! (3 min)
• Take home test (90 min)
• Assessment (30 min)
• Reference Check
• Face to Face
• Offer

Monthly salary range: $930 USD

Tentative starting date: December 2nd.

If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!