Customer Experience Representative

Job Description

Job Description

About Plug

Plug is one of the fastest-growing ecommerce companies in St. Louis, backed by multiple Fortune 500 partners. We sell certified pre-owned smartphones, tablets, laptops, smartwatches, and accessories: a smarter, more affordable, and more sustainable alternative to buying new.

With 8M+ followers across TikTok, Instagram, and YouTube, we have built one of the largest and most engaged communities in tech. New York Times Wirecutter Best Experience. Responsible Recycler certified. Over one million pounds of e-waste diverted. We are not just a brand. We are a movement, and we are just getting started.

How We Work

Plug runs on ownership. We move fast, expect a lot, and give people the autonomy to match. No politics. No hand-holding. No ambiguity about what winning looks like. Every person here operates with a founder mindset: clear on the goal, accountable for the outcome, proud of the work.

If you want a front-row seat to building something that matters, this is the place. If you want a job where someone tells you exactly what to do every day, this isn't it.

The Role

Plug is growing fast, and great customer experiences don't happen by accident. We're looking for a Customer Experience Representative who genuinely cares about the people they're helping, and who brings both speed and warmth to every interaction. You'll be the voice of Plug for customers navigating questions, solving problems, and making confident purchase decisions. Your work touches everything: satisfaction, trust, and repeat business.

This is not a scripted, ticket-queue role. It's a real seat at the table for someone who wants to help shape what a great customer experience looks like in a company that's still building it.

What You'll Own

• Be our customer hero: respond to phone and email inquiries with speed and kindness, ensuring every interaction leaves customers feeling valued.
• Guide the customer journey: help customers navigate product features, pricing, and availability so they can make informed decisions.
• Solve problems like a pro: tackle issues with empathy and efficiency, working toward swift and satisfying resolutions.
• Collaborate across teams: partner with marketing, warehouse, and other departments to ensure a seamless customer experience.
• Stay in the know: keep up with the latest tech trends and company updates to provide accurate, confident advice.
• Exceed expectations: work toward team and individual goals focused on customer happiness, quick turnaround times, and stellar issue resolution.
• Drive continuous improvement: share insights and suggestions to help refine our workflows. Your voice matters here.

What You Need

• 1 to 2 years of customer service experience (tech industry background is a bonus).
• A detail-oriented approach with polished written and verbal communication skills.
• A team-player attitude: you see how your role fits into the bigger picture.
• A passion for high-quality work and curiosity about why we do what we do.
• Strong problem-solving skills with a calm demeanor under pressure.
• Collaborative, positive, and aligned with team values.
• Comfortable shifting between tasks, priorities, and responsibilities.
• Proficient in written communication, particularly email correspondence.
• Able to handle a variety of office tasks and team projects beyond frontline support.

Strong Advantage

• Experience with a CRM platform (e.g., Zendesk, Salesforce, Richpanel, or similar).
• Familiarity with Shopify or e-commerce platforms.
• Quick to learn and adopt new technology and internal tools.

You'll Hate This Job If...

• You'd rather wait for a perfect script than improvise a solution that actually helps someone today.
• You tune out when things get repetitive and let quality slip.
• You want to stay in your lane and never interact with other teams.

The Bottom Line

We're not looking for someone to close tickets. We're looking for someone who takes pride in making customers feel heard, helped, and happy to come back. If that's you, let's talk.