Member Experience Specialist

Summary

Join Wild Alaskan Company as a Digital Fishmonger, where you will be the primary point of contact for members and potential members. Respond to inquiries across various channels, maintaining high member satisfaction and quick response times. You will assist members with order issues, recipes, and account management, building strong relationships. Communicate with empathy, putting members first in all interactions. Report on member behavior and contribute to continuous improvement meetings. Represent the company's values and mission in every interaction. This fully remote role requires impeccable writing skills, excellent relationship-building abilities, and a passion for helping people.

Requirements

• Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
• Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
• Passion for helping people - you won’t stop trying until our member is happy
• A successful track record working in a high volume environment - could be tossing pizzas or previous eCommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
• Ability to solve problems by thinking analytically and creatively - we’ll show you the process, but your success will depend on your ability to implement on your feet
• A high attention to detail - being detail oriented helps in a fast- paced environment
• Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (don’t worry, you’ll only work 5), and we rely heavily on our peers to help one another

Responsibilities

• Respond to inbound inquiries from members and future members across multiple channels including live chat, email and phone
• Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty
• Assist members with inquiries concerning order issues, cooking and recipes, account management and more, all while building relationships
• Communicate with empathy and always put the member first in all email, live chat and phone interactions
• Report on member behavior and bugs, and generate content derived from anecdotes and analytics
• Represent the company’s values and mission in each interaction
• Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday and goals for the day
• Other duties and special projects as assigned

Preferred Qualifications

• Previous employment at an eCommerce and/or food company
• Familiarity with the latest eCommerce trends
• Inbound sales experience
• Experience using customer support software such as Intercom, Aircall, or other SaaS tools

Benefits

• Health, vision, and dental insurance
• A 401k
• Up to 10 company holidays
• Safe/sick time
• Vacation
• Parental leave
• A delicious box of free fish every month