Customer Experience Associate, eCommerce

Responsibilities Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social). Oversee the flow of the ticketing platform and operational KPIs. Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase. Work cross-functionally to personalize strategies that reinforce customer satisfaction. Develop and implement CX strategies that reinforce customer retention. Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase. Process returns, exchanges, and refunds. Help to oversee upsell strategies and increase customer purchase confidence. Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team. Support process improvement and work cross-functionally to implement and/or improve processes and procedures. Ensure proper documentation and SOPs are readily available. Provide a best-in-class customer experience. Requirements 1+ years of Customer Service experience preferred. Experience in Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/Analytics is a plus. Personal shopping, digital styling, and concierge experience is a plus. Hard Skills Customer Experience Strategy Operational KPIs Ticketing Platform Management Returns Processing Upsell Strategies Soft Skills Effective Communication Cross-Functional Collaboration Customer Satisfaction Focus #J-18808-Ljbffr Jobtailor