CX Associate

As a Customer Experience (CX) Associate at Havenly, you will be responsible for providing frontline support to our clients. We work tirelessly to create delightful interactions with our customers and have fun doing it. This opportunity may be perfect for you if you’re not only a true “people person” but a problem solver at heart. You’re incredibly resourceful, tech-savvy, and know how to maintain perspective and levity in a very fast-paced and ever-changing environment. Not every customer will be happy, and not every situation will be easy, but you recognize that you have the opportunity to turn everything around and truly make someone’s day.

What You’ll Do:

• We are a fully remote team, and to excel in this role, you will need access to your own computer, access to a stable high-speed internet connection and a quiet workspace to ensure clear professional interactions.
• This is a full-time, hourly position with a schedule of primarily 40 hours a week. Ability to work a flexible schedule, including weekends and holidays is required. Working hours will generally range from 9am – 5pm MST (Tuesday-Sunday). 
• Provide friendly and efficient support to customers via various communication channels, including email, chat, and phone, to address inquiries and troubleshoot problems.
• Investigate and resolve customer complaints, order discrepancies, and return requests, ensuring that each issue is resolved to the customer’s satisfaction within established guidelines.
• Develop in-depth knowledge of our product offerings, platform features, and policies to provide accurate and informative responses to customer inquiries.
• Offer clear and professional communication with customers and vendors, maintaining a positive and empathetic tone.
• Maintain detailed records of customer interactions, issues, and resolutions in our customer support system for future reference and reporting.
• Collect and report customer feedback, suggestions, and recurring issues to the relevant teams within the company to help improve our services and products.
• Collaborate with other team members, including sales, logistics, and product teams, to ensure a unified and seamless customer experience.
• Follow company policies, guidelines, and best practices to ensure consistency in customer support and data protection.

Who You Are:

• 1-3 years experience in a similar customer-facing role.
• Familiarity with ecommerce platforms and proficiency in using customer support software and tools.
• Excellent written and verbal communication skills, as most customer interactions will occur through digital channels.
• Strong time management skills to meet daily/weekly goals and work independently.
• Empathetic and patient attitude towards customers, strong problem-solving and conflict resolution skills.
• Adaptability and a willingness to learn and grow alongside the company.

Additional Details:

• This is a full-time, fully remote, exempt position.
• The hourly compensation for this position is $18/hour.
• Our total rewards package includes accrued PTO, paid holidays, and Havenly discount programs, and 401k employer match.
• Havenly is an Equal Opportunity Employer. Havenly’s employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.