OUAI is hiring a
Customer Experience Coordinator

Summary

Join OUAI as a part-time, remote Customer Experience Coordinator to provide top-quality customer support via email, text messaging, and messaging while leveraging Zendesk ticketing system. This role requires 1+ years of experience in a customer-centric role, ideally with eCommerce service experience and direct-to-consumer with physical products.

Requirements

• 1+ years of experience in a customer-centric role, ideally with eCommerce service experience and direct-to-consumer with physical products
• Knowledgeable and experienced with multiple Customer Management Platforms, including Zendesk and Shopify (preferred)
• Experience working and communicating remotely. Able to multitask and manage time and conversations across various customer channels
• Passionate about customer service with a drive to create exceptional, memorable experiences
• A good listener, resourceful, and a self-starter with genuine curiosity and interest in people
• Detail-oriented with a commitment to following SOP for documenting customer interactions
• Excellent written and verbal communication skills, with the ability to communicate in the brand tone
• Experience with live chat communications with customers

Responsibilities

• Provide key customer support by promptly responding to inquiries primarily through website email, text messaging, and messaging
• Create and edit macros in Zendesk to enhance the Customer Experience team's efficiency, improve response times, and incorporate the unique brand tone
• Suggest and assist in editing Help Center articles within the Zendesk Knowledge Base to support customer self-service and internal team education
• Provide follow-up solutions for customers who leave negative reviews and low CSAT scores
• Maintain detailed records of customer interactions and internal information related to each ticket, ensuring high-quality logs and adherence to SOP
• Liaise with warehouses and shipping providers to submit claims for missing or damaged packages
• Provide feedback and escalate issues to the Customer Experience Manager

Preferred Qualifications

Desire to work in and promote a positive, team-oriented, collaborative, and inclusive environment

Benefits

This is a part-time, fully remote position scheduled for M-F daytime hours, with occasional work on company holidays