Senior Customer Experience Specialist
Skills
AnalyticsBusiness Process ImprovementConflictCustomer ExperienceEfficacyOpsRecruiting
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong written and verbal communication skills with empathy and clarity
- Solid understanding of the customer lifecycle from order to post-purchase support
- Ownership mindset with full responsibility for outcomes and follow-through
- Comfort with ambiguity and sound judgment using incomplete information
- Ability to work effectively with product quality operations and logistics partners
- Product-savvy orientation with genuine interest in category expertise
- Builder mentality with curiosity about root causes and process improvement
- Prior cross-functional collaboration experience
- Evidence of identifying recurring issues and proposing improvements
- Comfort with technology tools and willingness to adopt AI or automation
- Background in direct-to-consumer retail e-commerce or luxury goods
Nice to have
- Calm judgment
- Customer-first mindset
- Curiosity
- Ownership
- Autonomy
- Analytical thinking
Day to day
- Own escalated and complex customer cases with empathy and precision, especially high-impact and retention-risk issues
- Serve as a trusted category expert, becoming the go-to resource for team members and complex customer scenarios
- Identify recurring trends and root causes, then collaborate cross-functionally to implement lasting process improvements and protect the customer experience