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Customer Experience Associate

As a Customer Experience Associate at Studs, you will be responsible for delivering an exceptional customer support experience to our customers. This person will turn every customer interaction into a positive experience with our company, driving brand loyalty and love. 
The Associate will be the voice of the company to our customers, acting as both brand ambassador and problem-solver. The Associate is responsible for ensuring a frictionless journey with Studs for the customer, and bringing back insights to the rest of the Studs team to influence product, marketing and operations with the customer in mind. The Customer Experience Associate (Ecomm) will specialize in our ecommerce channel and become a subject matter expert in the online shopping experience. 
The Customer Experience team works cross-functionally across retail, product, merchandising and digital to provide the best possible experience for our customers. The ideal candidate is someone with impeccable communication and organizational skills, with a passion for creating an unforgettable experience. This is a junior role and reports directly to the Senior Manager of Customer Experience.
Key Responsibilities
  • Deliver exceptional service by helping customers resolve inquiries and issues through email, text and chat. 
  • Support Studs customers across both ecommerce and retail to ensure consistency across channels, including: assisting with appointment booking, aftercare guidance, returns and exchanges, and general inquiries. 
  • Meet all SLA’s and deliver best-in-class NPS & CSAT scores. - Ecom NPS
  • Learn all of Studs’ systems, product lines, and service offerings, so that you can efficiently identify operational issues and resolve customer concerns.
  • This includes (but is not limited to) Zendesk, Shopify, and Returnly, and Acuity. 
  • Harness data and proactively identify customer trends, areas for opportunity and improvement, and share feedback from customers with the Studs team.
  • Collaborate on operational projects intended to improve overall customer experience. 
  • Maintain and update customer support systems when necessary, and report on customer insights and metrics on a daily basis. 
  • Act as a liaison between CX and the digital, fulfillment, and merchandising teams. 
  • Become a subject matter expert in all facets of the online shopping experience.
  • Maintain and update FAQs and all comms related to online orders, fulfillment, payments, shipping and returns. 
  • Collaborate on cross-functional projects designed to improve the website user experience and order fulfillment process. 
  • 1-3+ years of experience in hospitality or customer service in a consumer-facing startup.
  • Quantitative and data-driven
  • Creative problem-solving abilities
  • Excellent verbal and written communication skills
  • Passion for customer service with a friendly, outgoing, sales orientation
  • Open to weekend and evening shifts
Personal Characteristics
  • Entrepreneurial spirit: humble, self-starting, and comfortable with ambiguity
  • Strong work ethic and professionalism: continuous pursuit of excellence with respect for others
  • Team player: we all contribute to one another’s success
  • Empathetic: for the customer and for other team members
  • High-energy and enthusiasm: excitement to build something to inspire and delight customers and our team
Hourly: Benefits & Perks
  • Competitive Salary
  • Exclusive employee piercing and jewelry discounts (plus discounts for friends and family)
  • Quarterly learning and development opportunities to support internal mobility and foster an inclusive culture
We are an equal opportunity employer. We welcome employees from all backgrounds and don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.