Customer Experience & Operations Specialist (US) Customer Experience / Operations Remote (US) View r

Customer Experience & Operations Specialist (US) Customer Experience / Operations – Remote (US) About the role In this role, you'll: Review and process authentication items in our internal workflows for the US queue, keeping quality and turnaround times high Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution Support US customers externally across email and other channels — submissions, results, account questions, and issue follow-ups Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the US market Help maintain and refine ops playbooks, queues, and handoff standards as volume grows Flag recurring friction (photo quality, SLA misses, unclear policies) and propose practical fixes Your first 45 days Day 14: Fluent in the queue. You're processing items confidently, handling common escalations, and responding to customers with Legitmark's voice and standards. Day 30: Closing the loop. You're owning escalations end-to-end with minimal handholding, and customers and internal partners trust you to drive resolution. Day 45: Raising the bar. You've identified at least one recurring ops or CX pain point and shipped a clearer process, template, or handoff that reduces repeat work. We're looking for someone with: 2+ years in customer support, customer experience, operations, or a similar high-volume service role Strong written communication — clear, calm, and precise with both customers and internal teammates Comfort working across internal tools and queues while context-switching to live customer issues Sound judgment on prioritization, escalations, and when to pull in specialists A bias toward documentation and process improvement, not just ticket-by-ticket firefighting Ability to work asynchronously and stay organized across multiple open threads Based in the US (or authorized to work remotely from the US) and comfortable covering US business hours Comfort with ambiguity and a bias toward action Nice to have: Background in resale, marketplaces, luxury goods, sneakers, or trust-and-safety / authentication Experience with helpdesk or CRM tools (Intercom, Zendesk, HubSpot, or similar) Familiarity with Slack-based ops workflows and lightweight ticketing / queue systems Bilingual skills for supporting a global customer base About Legitmark #J-18808-Ljbffr Legitmark, Inc.