CUSTOMER EXPERIENCE SPECIALIST

Job Description

Job Description

Description:

CUSTOMER EXPERIENCE SPECIALIST

Reports to: Manager, Customer Experience (or Director of Customer Experience as the organization evolves)

Department: Customer Experience

Works Closely With: Marketing, Operations, Sales, Production, Logistics, Finance, Product

Location: Remote / Hybrid

ABOUT INKBOX

Inkbox is the leading brand within our growing portfolio of temporary tattoo businesses, inspiring millions of people to express themselves through premium body art and creative self-expression.

Together with TemporaryTattoos.com and our manufacturing businesses, we serve consumers, artists, brands, retailers, and commercial partners around the world. Backed by decades of manufacturing expertise and a culture of innovation, we're building the future of temporary tattoos—combining iconic brands, new technology, and exceptional customer experiences.

This is an exciting opportunity to join a team transforming an industry and helping shape the next chapter of one of the world's most recognized temporary tattoo brands.

ROLE SUMMARY

The Customer Experience Specialist is responsible for creating exceptional experiences for every customer who interacts with our brands. This role serves as the primary point of contact across email, chat, phone, SMS, and social channels, helping consumers and customers quickly resolve issues while building loyalty and trust.

Beyond answering questions, this role acts as the voice of the customer—identifying trends, surfacing opportunities for improvement, and partnering across the organization to continuously improve the customer journey.

The ideal candidate is empathetic, highly organized, technology-forward, and passionate about delivering memorable experiences.

KEY RESPONSIBILITIES

Customer Support

• Respond to customer inquiries across email, phone, chat, SMS, and social media.
• Resolve product, order, shipping, account, and payment issues quickly and professionally.
• Deliver personalized experiences that strengthen customer loyalty.
• Meet established service level agreements (SLAs) for response and resolution times.

Customer Experience

• Create positive customer interactions that reflect our brands and values.
• Turn challenging situations into opportunities to build trust.
• Identify recurring customer pain points and recommend improvements.
• Capture customer feedback and communicate insights to leadership.

Order & Account Management

• Process order changes, cancellations, replacements, refunds, and returns.
• Assist customers with product selection and purchasing decisions.
• Coordinate with Operations and Production to resolve fulfillment issues.
• Maintain accurate customer records within CRM and support systems.

Cross-Functional Collaboration

• Partner with Marketing on promotions, launches, and customer communications.
• Work with Operations to resolve inventory, production, and shipping issues.
• Collaborate with Product to share customer feedback and product improvement ideas.
• Support Sales and Customer Success teams when customer needs overlap.

Technology & Process Improvement

• Utilize Zendesk (or future CX platform), ERP, CRM, and related systems efficiently.
• Maintain accurate documentation of customer interactions.
• Identify opportunities to improve workflows through automation and AI.
• Contribute to knowledge base articles and internal documentation.

WHAT SUCCESS LOOKS LIKE

Within the first 12 months:

• Customers consistently receive fast, friendly, and accurate support.
• Service level agreements are consistently achieved.
• Customer satisfaction (CSAT) improves across all channels.
• Customer issues are resolved with minimal escalation.
• Customer feedback is routinely shared with Product, Marketing, and Operations.
• Documentation and knowledge base resources continue to improve.
• The Customer Experience team becomes known internally as the voice of the customer rather than simply a support function.

QUALIFICATIONS

• 2+ years of customer service or customer experience, preferably in consumer products or eCommerce.
• Excellent written and verbal communication skills.
• Strong empathy and problem-solving ability.
• Comfortable managing multiple conversations simultaneously.
• Experience with customer support platforms (Zendesk preferred).
• Strong organizational skills and attention to detail.
• Ability to work independently in a fast-paced environment.
• Positive attitude with a continuous improvement mindset.

Preferred

• Experience supporting both DTC and B2B customers.
• Experience with ERP or order management systems.
• Experience supporting social media customer interactions.
• Familiarity with Shopify, Klaviyo, or similar eCommerce platforms.