You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
Take on challenging or upset customer tickets when pulled from the queue.
Resolve or de-escalate using clear, calm language.
Act as the "first line of defense" for issue triage. Verify scope, collect details, and route to the right owner with context. Escalate to leadership only when needed.
Check the queue daily for spam, duplicates, and noise. Close or merge with correct tags.
Spot-check teammates’ tickets for adherence to procedure and macro. Suggest fixes in-thread and log patterns for coaching.
Close out orders, cancel orders, push replacements/reships, and send proactive customer emails.
Run clean-ups for unsynced or stuck orders, as well as similar edge cases. Coordinate with Ops as needed.
Create tracking tasks and close the loop within the set timeline.
Service recovery saves and targeted outreach.
Data cleanup, tag audits.
Launch support for limited-time flows.

At least a bachelor’s degree in any field you’re passionate about!
2+ years in CX or operations for a US brand.
Strong de-escalation skills and policy judgment. Comfortable raising performance concerns with other team members and leadership.
Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
Excellent reading comprehension, and verbal, and written communication skills.
Strong and effective phone contact handling skills.
An ability to understand and communicate complex ideas to customers, both verbally and in written form.
Backup power and internet. Quiet workspace for calls if needed..
Aptitude to quickly learn and navigate new technology, systems, and applications.
The ability to accept feedback gracefully and with an open mind.
Intermediate understanding of common Customer Experience best practices.
Customer orientation and ability to adapt/respond to different types of characters.

Senior Customer Advocate – Project Based

Key skills