Customer Experience Category Specialist

The Role

You'll be the category authority—a hybrid of customer service specialist, product owner, and operations strategist. In this customer facing role you’re not just solving problems. You're owning the entire experience for your product line and pushing the business to get better. This is a true omni-channel position - your customer interactions will span across multiple channels including phone, sms/chat and email.

But it doesn't stop there. You notice patterns. You gather data. You think about why problems are happening in the first place, not just how to fix today's customer. You collaborate systematically. "We've had 7 quality complaints on this item in a month. Here's the evidence. Here's what I think we should do." You prevent the next problem.

You're also an expert. The team comes to you. You know the products inside and out. You understand the customer complaints, the common issues, the edge cases.

This is a startup, which means gray areas pop up daily, we move fast, and you'll have impact quickly. You'll own things. You'll grow here. You'll make a real impact on how we serve customers and build our business.

Qualifications

Who you are:

• 3+ years of client facing, omni channel customer experience (retail, e-commerce, SaaS, hospitality)
• Consistent top performer, driven by results and impact.
• Curious. You ask "why" and think systemically.
• Comfortable with ambiguity. You don't need perfect information to move.
• Genuinely care about elevating the customer experience.
• Coachable. You take feedback and actually change.
• Not scared of tools. You learn systems quickly.
• Understand luxury—quality, attention to detail, respect for the customer's investment.
• Remote-capable. You work independently but enjoy team collaboration.

What success looks like

Customer satisfaction. Quick response times. Rare mistakes. High volume without cutting corners. Within 90 days, you've identified one systemic way to prevent customer problems