Customer Experience Executive

Job Description:

Who we are
Vinfolio, part of the FINE+RARE Group, is a leading fine wine and spirits marketplace combining technology, expertise, and exceptional service. As the Group’s U.S. operation, Vinfolio leads our presence in the United States and supports collectors in buying, selling, managing, and storing some of the world’s finest wines and spirits. Our proprietary technology brings together e-commerce, portfolio management, and logistics, creating a seamless experience for our clients and helping us continually improve how they interact with their collections.

With operations across the U.S., UK, Europe, and Asia, the FINE+RARE Group has built longstanding relationships with leading collectors, producers, merchants, and négociants around the world. Today, we oversee more than $750 million in client assets and continue to grow our global marketplace through a combination of technology, specialist expertise, and trusted client relationships.

About the Role
We’re looking for a Customer Experience Executive to deliver exceptional service across the full customer journey, from onboarding and order confirmation through to logistics and delivery. You’ll be a frontline point of contact for our clients, managing inquiries, resolving issues, and coordinating closely with teams across our global business. This is an ideal opportunity for someone who enjoys problem-solving, working with systems, and acting as the link between customers and internal teams, while keeping communication clear, organized, and customer-focused.

The role is based onsite at our Napa, CA office.

How You'll Work
HubSpot is our primary tool: All customer inquiries are managed through HubSpot Tickets, which act as the central source of truth for communication, progress, and resolution.
Email + phone support: You’ll respond to customer emails directly from HubSpot (so everything is logged automatically) and handle inbound calls using Aircall. Training will be provided for call handling and systems.
Clear ownership, not busywork: You’ll update ticket status and add internal notes and work cross-functionally with Warehouse, Logistics, Finance, or Engineering teams.
Supported by SOPs: Common scenarios (such as missing stock or delivery delays) have documented processes to help you resolve issues consistently and efficiently.

Key Responsibilities
Manage customer interactions at key touchpoints, including onboarding, order confirmation, logistics, and delivery for clients across the US, UK, Asia, and Europe.
Own and manage customer tickets in HubSpot, ensuring timely responses, accurate documentation, and clear status updates.
Handle inbound customer calls via Aircall, providing professional and confident phone support (training provided).
Proactively coordinate with internal teams (Warehouse, Logistics, Finance, Engineering) to resolve customer issues and keep clients informed in a timely manner.
Ensure all customer queries, complaints, and service issues (e.g., unavailable stock, delivery delays) are handled accurately, professionally, and within performance targets.
Raise invoices for customer deliveries and process related requests.
Identify recurring issues or service breakdowns and flag opportunities to improve processes and the customer experience.
Support the ongoing improvement and stabilization of our technology stack, including HubSpot, SAP (ERP), and Catalogue systems.

What we are Looking For
Experience in a customer-facing role, ideally supporting customers via email and/or phone.
Comfortable using CRM systems - HubSpot experience is a strong plus.
Confident communicator with strong attention to detail and follow-through.
Organized and able to manage multiple tickets and priorities in a fast-paced environment.
Confident using Microsoft Office, particularly Outlook, Word, and Excel
Curious, proactive, and solutions-oriented when resolving customer and internal issues.
Comfortable working cross-functionally and following structured processes.
Experience with ERP systems (such as SAP), logistics, or order processing is a plus but not required.
Knowledge of wines and spirits is an advantage but not essential.

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