Customer Experience Coordinator

About the role

The Liquid I.V. Customer Experience team is searching for the next team member to support daily customer support operations in all front-facing contact channels. This role sits under the customer support operations function that assists customers with issues related to shipment delays, address verification, and backorder and preorder scenarios.

Functions and duties

• Respond to email, phone calls, chat messages, and social media comments as needed
• Manage fulfilment order related issues such as outreach for invalid addresses, backordered items, or out of stock items
• Escalate any issues that customers are experiencing that affect customer satisfaction
• Assist with special projects during peak seasons, such as assisting customers with orders or sending notifications for fulfilment or shipping delays

Qualifications

• Bachelor's degree or 4 years in customer support, customer experience, social media community management, or fulfilment coordinator roles
• Experience using customer support ticketing systems, Shopify, and subscription management systems such as SKIO, OrderGroove, or Recharge
• Prioritization of inbox management, ability to follow order of operations
• Ability to show initiative and bring up opportunities to improve the customer experience

What We Give

• 100% company-paid medical, dental and vision insurance for employees
• 401k plan with company match
• Generous PTO and sick policy including 13+ paid annual holidays
• Wellness classes (fitness, mental health, nutrition, finance)
• Infinite supply of Liquid I.V. for extraordinary hydration