Customer Experience Agent

Summary

Join our client, a leading platform for restaurant membership and subscription programs, as a Customer Experience (CX) Agent! This remote, full-time position (11 AM - 7 PM EST) requires strong communication and problem-solving skills to efficiently handle customer inquiries. You will manage customer support across various channels, troubleshoot technical issues, and contribute to the transition to a new CX platform. Success involves quick issue resolution, seamless live chat implementation, and improved customer experience. Competitive salary, flexible remote work, and professional development opportunities are offered.

Requirements

• 1+ years of experience in customer support, ideally in e-commerce, hospitality, SaaS, or subscription-based services
• Experience with FreshDesk, ZenDesk, Intercom, or similar customer support platforms
• Strong written and verbal communication skills, with professionalism and empathy
• Ability to problem-solve quickly, ensuring a positive customer experience
• Comfortable supporting multiple merchants simultaneously in a fast-paced environment
• Tech-savvy, with the ability to learn and adapt to new tools and systems

Responsibilities

• Manage and respond to customer inquiries via email, chat, and ticketing systems, ensuring timely and high-quality resolutions
• Resolve subscription, payment, and order fulfillment issues for end-customers across multiple restaurant partners
• Troubleshoot technical issues, escalating complex cases to internal teams when necessary
• Assist in transitioning to a new CX platform (e.g., ZenDesk, Intercom), ensuring a smooth migration of customer support operations
• Implement and support live chat functionality, helping define coverage hours and engagement strategies
• Track and analyze customer support metrics, providing insights to improve response times and service quality
• Maintain a deep understanding of the platform and services to provide accurate and helpful support

Preferred Qualifications

Previous experience in hospitality, food & beverage, or a restaurant-adjacent industry

Benefits

• Competitive salary based on experience
• Flexible remote work schedule
• Opportunity to work with a fast-growing company in the hospitality tech space
• Professional development opportunities