Customer Experience Associate

About Us

We run an e-commerce business in the herbal healing space, currently focused on menstrual wellness, rooted in Traditional Chinese Medicine (a bonus if you’re familiar). We are 100% Direct to Consumer (DTC) and largely a subscription-based business. The CX team is currently led by the CX manager and consists of four other CX agents. We are looking to bring on one new customer experience associate to join our team.

CX Team Objectives:

Our customers are at the core of everything we do and are the reason for our existence – CX is front and center in delivering a personalized experience with education and care. We aim to empower our customers to become their own best healers and connection is one of the most powerful ways we can do this. The CX team is crucial to the foundation of our business, providing Community Care.

The goal is for every person CX interacts with to walk away saying ‘whoa, that was an awesome experience— that felt unique, thoughtful, and tailored to me’. This goes beyond creating a world-class member experience – that’s the baseline. This is about communicating and cultivating a seamless, educational, and empowering experience across every member/ prospective customer’s touchpoints. We are less concerned with average resolution time and more concerned about CSAT scores and our customer satisfaction

The three main objectives of the CX role is:
Serve our community with integrity by answering their questions openly and honestly to ultimately retain recurring revenue
Increasing the team’s efficiency and effectiveness by following processes and supporting special projects
Elevate community member insights and catch all challenges by highlighting key themes day-to-day and week-to-week

Associate Responsibilities

Lead our team of 4 agents by providing direction, support, and acting as a role model.
Have a keen eye for insights and improvements. Share these insights and possible improvements with CX Manager and work together to implement new processes
Support manager with additional initiatives to improve KPIs
Respond to any Tier II escalations, as well as drafting responses for Tier III (CX Manager) to review.
Audit peer’s daily tickets to ensure team is following protocols and answering customer questions in alignment with our brand voice and objectives
Conduct weekly trainings with existing agents using ticket examples from audits, best practices, other sources
Edit existing SOPs and Macros based on best practices, changing conditions, etc.
Develop new SOPs and Macros based on best practices, changing conditions, etc.
Audit tickets and processes for team-wide compliance on any new trainings, SOPs, Macros
Report insights on effectiveness and compliance to CX Manager
Support training of any new agents or team expansion
As needed, you may need to respond to tier 1 tickets such as email, chat, or social media tickets from our current and prospective customers; including but not limited to: Cancellation requests, Website Issues, Shipping Issues, Order issues, Education
Follow Standard Operating Procedures when handling tickets
Escalate tickets to Lead Agent according to escalation protocol
Process refunds, re-shipments, and more for customers
Work 40 hours per week over 5 days.

The ideal candidate will have:

Exceptional English writing capabilities (understanding American terminology and expressions)
Prior experience (3+ years preferred) with customer service handling email, chat, and SMS inbound tickets
Preferably at an American DTC e-commerce startup in the women’s CPG, wellness or healthcare industry
Ideally experience with a subscription-based company
Prior experience (2+ year preferred) serving in a Team Lead or Lead Agent role managing a team of 3 or more agents.
The ability to take on independent tasks and proactively report up regarding status, roadblocks and questions
Experience with Shopify, Recharge, Gorgias, and Google Suite. If you don’t know them but are familiar with other similar products, they are easy to learn and we can cover them during onboarding.
Flexibility with working hours and days, we keep the same shift every week but your start time may be between 8am-12 EST and end time 5pm-9pm EST and you may be scheduled to work weekends.
Experience providing empathetic but clear customer communication, with the goal to make a customer’s day
An interest in growing and developing professionally – we are looking to onboard and invest in individuals to grow with the Company for the long term
Be familiar with working with a range of macros but understanding when and how to tailor to the individual customer
A great attitude – it’s about how can we turn the situation around vs. what’s done is done
An eye for sharing -not only share insights but also make suggestions on process improvements and action plans

Next Steps
Please upload your resume and fill out this screening assessment (Click to view/to/T1tlS3nz?typeform-source=Click to view), this will help us assess your interest in Elix and how you handle various customer questions and situations. fill out this test. If it seems like a good fit we will reach out to schedule an interview shortly. We would love for someone to start by early February.