Customer Experience Associate

• Provide empathetic support to customers with tracking-related inquiries via email and chat
• Track and trace customer shipments across international borders
• Resolve shipping concerns using established SOPs while exercising judgment for unique situations
• Research tracking issues and provide accurate updates
• Handle high ticket volumes while maintaining quality interactions, averaging 150 tickets per week and up to 250 during November–December peak season
• Collaborate with internal teams when escalation is needed for complex issues
• Meet CSAT goals and maintain quick response times
• Adapt to evolving processes in a fast-paced startup environment
• Identify recurring issues and contribute feedback to improve procedures

• 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)
• Clear and warm written and verbal English communication
• Ability to follow procedures while exercising independent judgment
• Patience with frustrated customers
• Ability to work efficiently without sacrificing personal customer interactions
• Comfort with technology and quickly navigating multiple systems
• Ability to adapt to evolving processes
• Eagerness to learn and grow within a supportive team