Customer Support Representative-III

Job Title: Customer Experience Specialist
Job Location - Remote
Duration - 05 months

Work Schedule: Shift 3: Mon–Wed, 3 pm–12 am PT, 9 hrs/day × 3 days = 27 hrs/wk

About the Team

When you join our team, you join our dream: to grow and empower local economies. As the client continues expanding into new verticals and customer experiences, we’re constantly testing, learning, and refining how we support our customers. This role will support a newly launched product during its pilot phase. You’ll be embedded within a focused pod responsible for delivering a high-quality, reliable customer experience during a critical period of growth.

About the Role

We’re looking for a hands-on, detail-oriented Customer Experience Specialist. This is a structured, execution-focused role suited for someone who is organized, responsive, and enjoys solving problems. We're looking for strong performers who can move fast to get things done and are excited by the idea of bringing the client's services to the world. If this sounds like you – read on!

What You’ll Do:

• Respond to inbound customer inquiries via email and SMS.
• Evaluate refund eligibility based on defined policy and time-based criteria.
• Validate order details and required data fields before processing.
• Prepare and submit structured approval requests.
• Track resolution status and ensure accurate case closure.
• Complete required forms, documentation, and daily reporting.
• Escalate high-risk edge cases or policy-exception requests when appropriate.
• Communicate clearly and professionally with customers throughout the resolution process.
• Identify recurring issues and flag trends to the pod lead.

What We’re Looking For:

• Prior customer support or similar relevant experience.
• Strong written communication skills.
• High attention to detail and comfort working within policy-driven frameworks.
• Ability to follow structured SLA processes accurately and meet turnaround expectations.
• Sound judgment in determining when to escalate.
• Proficiency with Google Suite and email.
• Available to work evening and weekend shifts.

Nice to Haves:

• You have a Bachelor’s degree or higher, or are currently pursuing one.
• You have 1 year of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups, or related experience.
• Experience working with external partners.
• Ability to thrive in a fast-paced, evolving environment.