Sr. Customer Experience Associate
About MelodyArc
Here at MelodyArc, we’re on a mission to make great customer support mandatory. Easy for merchants, expected by customers. We are a VC backed startup founded by customer experience veterans. We have owned the “traditional” support playbook at the largest companies. Now, we passionately build technology that is a game-changer for our customers.
MelodyArc removes the complexities of building and running a great customer service organization, including software, data science, and even staffing agents, into a platform that is secure, scalable, and cost effective. Powered by MelodyArc’s proprietary decision engine, agents work in concert with AI to deliver high-quality responses at 7x the efficiency and reducing clients cost to serve by 70%. End-to-support without ever hiring a team or training a bot.
Description
We are currently searching for a dedicated and experienced Senior Customer Service Experience Associate to join our growing team. This role is integral in providing our customers with top-tier service that aligns with the innovative customer support solutions we're building at MelodyArc. You will be responsible for managing customer inquiries and complaints, providing product and service information, and resolving any emerging problems that our customers might face with precision and competence. Review, quality assurance, and coaching will also be part of your day to day role.
You will collaborate closely with other teams to ensure customers have the best experience possible with MelodyArc. In addition, your insights and feedback will be invaluable in shaping our strategy and product roadmap. This role reports to the Director of Customer Experience and can be performed remotely within the United States.
This a full-time, 100% remote role and will require availability on weekends.
Basic Qualifications
- This position is 100% U.S. based and no international candidates will be considered
- 3+ years experience in a customer service-focused environment
- Desire to assist customers with a positive attitude
- Attentive listener with problem-solving, and organizational skills
- Excellent written communication skills
- Organized and detail-oriented with the ability to multitask
- Ability to handled escalated customer situations with ease
- Fast learner with the ability to learn new systems and policies with ease
- Ability to guide other CX agents
- Proficient in CRM software and practices, and the ability to quickly learn new systems. Able to master product knowledge quickly, can adapt, and is resourceful.
Preferred Qualifications
- Experience in e-commerce
- Experience in customer support or CRM technology
Hourly rate: $23-25 per hour depending on experience.
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- 401k