Customer Experience Executive

Who we are

Vinfolio, part of the FINE+RARE Group, is redefining the fine wine and spirits industry through a technology-driven, data-rich marketplace. As the Group's U.S. Operation, Vinfolio leads our presence in the United States.

With operations spanning the US, UK, Asia, and Europe, we continuously evolve our platform to drive automation, scalability, and omnichannel accessibility. Our strategic acquisitions and marketplace innovations have strengthened our position as the premier destination for fine wine and spirits collectors worldwide, ensuring seamless access to the world’s rarest and most sought-after bottles

.
About the Ro

leWe’re looking for a Customer Experience Executive to deliver exceptional service across the full customer journey from onboarding and order confirmation through logistics and delivery. You’ll be the frontline point of contact for our clients, managing inquiries and resolving issues while coordinating closely with internal teams across our global busines

s.This role is ideal for someone who enjoys problem-solving, working with systems, and being the connector between customers and internal teams, all while keeping communication clear, organized, and customer-focuse

d.
This role is based in our Napa, CA offi

ce.
How You'll

• WorkHubSpot is our primary tool: All customer inquiries are managed through HubSpot Tickets, which act as the central source of truth for communication, progress, and resolut
• ion.Email + phone sup port: You’ll respond to customer emails directly from HubSpot (so everything is logged automatically) and handle inbound calls using Air c all. Training will be provided for call handling and syst
• ems.Clear ownership, not busy work: You’ll update ticket status and add internal notes and work cross-functionally with Warehouse, Logistics, Finance, or Engineering te
• ams.Supported by SOPs: Common scenarios (such as missing stock or delivery delays) have documented processes to help you resolve issues consistently and efficien

tly.
Key Responsibili

• ties Manage customer interactions at key touchpoints, including onboarding, order confirmation, logistics, and delivery for clients across the US, UK, Asia, and Eu
• rope.Own and manage customer ticke t s in HubSpot, ensuring timely responses, accurate documentation, and clear status upd
• ates.Handle inbound customer calls via Aircall, providing professional and confident phone support (training provi
• ded).Proactively coordinate with internal teams (Warehouse, Logistics, Finance, Engineering) to resolve customer issues and keep clients informed in a timely ma
• nner.Ensure all customer queries, complaints, and service issues (e.g., unavailable stock, delivery delays) are handled accurately, professionally, and within performance tar
• gets.Raise invoices for customer deliveries and process related requ
• ests.Identify recurring issues or service breakdowns and flag opportunities to improve processes and the customer experi
• ence.Support the ongoing improvement and stabilization of our technology stack, including HubSpot, SAP (ERP), and Catalogue sys

tems.
What we are Looki

• ng ForExperience in a customer-facing role, ideally supporting customers via email and/or
• phone.Comfortable using CRM syst e ms - HubSpot experience is a strong
• plus.Confident communicator with strong attention to detail and follow-th
• rough.Organized and able to manage multiple tickets and priorities in a fast-paced enviro
• nment.Curious, proactive, and solutions-oriented when resolving customer and internal i
• ssues.Comfortable working cross-functionally and following structured proc
• esses.Experience with ERP systems (such as SAP), logistics, or order processing is a plus but not req
• uired.Knowledge of wines and spirits is an advantage but not esse

ntial.
Why Work

• For Us?Paid t
• ime offMedical, dental & vision b
• enefitsDisability & life in
• sura
• nce401KGenerous staff d
• iscountOpportunities for professional deve
• lopmentBe part of a dynamic and collaborative work envi