Customer Experience Specialist
Artech
Customer Experience Specialist
When you join our team, you join our dream: to grow and empower local economies. As client continues expanding into new verticals and customer experiences, we're constantly testing, learning, and refining how we support our customers. This role will support a newly launched product during its pilot phase. You'll be embedded within a focused pod responsible for delivering a high-quality, reliable customer experience during a critical period of growth.
We're looking for a hands-on, detail-oriented Customer Experience Specialist. This is a structured, execution-focused role suited for someone who is organized, responsive, and enjoys solving problems. We're looking for strong performers who can move fast to get things done and are excited by the idea of bringing client to the world. If this sounds like you read on!
Respond to inbound customer inquiries via email and SMS
Evaluate refund eligibility based on defined policy and time-based criteria
Validate order details and required data fields before processing
Prepare and submit structured approval requests
Track resolution status and ensure accurate case closure
Complete required forms, documentation, and daily reporting
Escalate high-risk edge cases, or policy-exception requests when appropriate
Communicate clearly and professionally with customers throughout the resolution process
Identify recurring issues and flag trends to the pod lead
Prior customer support or similar relevant experience
Strong written communication skills
High attention to detail and comfort working within policy-driven frameworks
Ability to follow structured SLA processes accurately and meet turnaround expectations
Sound judgment in determining when to escalate
Proficiency with Google Suite and email
Available to work evening and weekend shifts
You have a Bachelor's degree or higher, or are currently pursuing one
You have 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups or related experience
Experience working with external partners
Ability to thrive in a fast-paced, evolving environment
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