Customer Experience Associate

About Us
At THE/STUDIO, our vision is to empower individuals, regardless of their expertise, to unleash their creativity and bring their unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products that not only exceed expectations but also provide a seamless and awe-inspiring experience via our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their true passions, driving them towards remarkable success and fulfillment. Together, we turn dreams into tangible realities and shape a world where creativity knows no bounds.

Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a
fully remote
working platform so that we can attract the world's best talent.

All roles at THE/STUDIO are 100% remote from anywhere in the world, as long as you have all your tools and a fast, stable internet connection
We know that some applicants will not meet all the requirements, so we encourage you to apply anyway so we can determine if something else might be a good fit

The Role
As a Customer Experience Associate, you will play a pivotal role in ensuring the satisfaction and retention of our valued customers. Your primary responsibility will be to assist customers with all post-sales inquiries related to their orders. This includes addressing edit requests, managing deadlines, resolving order issues, processing claims, and ensuring seamless order management.

What You'll Do:

• Efficiency and Accuracy: Must accurately process customer orders, ensuring all details are correct and timelines are adhered to. This includes verifying product availability and limitations, pricing, and delivery schedules.
• Customer-Centric Problem Solving: Proactively handle after-sales queries, resolving any order issues such as - edit requests, order status, and claims, with a focus on customer satisfaction. Should be capable of managing complex or sensitive situations with professionalism.
• Data Entry and Record Keeping: Maintain up-to-date records of customer interactions, orders, and resolutions in the CRM system / (HubSpot), ensuring data accuracy and completeness.
• Multichannel Communication: Handle customer inquiries through multiple channels, including ticketing systems, live chats, and email. Must ensure prompt and professional responses within agreed service level agreements (SLAs).
• Prioritization and Escalation: Assess the urgency and complexity of each ticket or chat, prioritizing and escalating issues when necessary to ensure timely resolution.
• Technical Proficiency: Navigate and utilize customer support tools and platforms, particularly HubSpot, efficiently to manage workflows and track customer interactions.
• Proactive Communication: Make outbound calls to customers for follow-ups, feedback collection, or to provide updates on order status and issue resolutions. Compliance and Documentation: Adhere to all relevant compliance guidelines during calls, ensuring all interactions are documented in detail within the CRM.
• Attention to Detail: Ensure all customer interactions are handled with precision, minimizing errors while working quickly. This includes meticulously updating CRM records and ensuring no details are overlooked.

About You:

• Excellent communication skills, both verbal and written, with a strong emphasis on customer service.
• Proven ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Attention to detail and accuracy in handling customer requests and order information.
• Strong problem-solving skills, with the ability to resolve issues efficiently and effectively.
• Experience in a customer-facing role or customer service environment preferred.
• Familiarity with order management systems and processes is a plus.
• Remote-ready: owns a desktop/laptop with at least 8GB of RAM, noise-canceling headset, and a stable internet connection with at least 20mbps speed, with a quiet space to take calls

THE/STUDIO's Company Values

• Intellectually curious - possesses a natural disposition and comfort to ask questions, challenge the status quo, and a desire to 'get to the bottom of things' if they see something not quite right
• Self-motivated with a meaningful reason to deliver excellence
• Good communication skills that enhance collaboration, minimize misunderstandings, and at a frequency that is appropriate for a remote team
• Radical candor - Coachable, accepting of constructive negative feedback and willing to provide constructive negative feedback where applicable
• Operates with a level of urgency - values immediate action where prudent, enables quick decision-making, swift problem-solving, and seizing opportunities in a dynamic business environment
• Natural customer centricity - has an affinity to always start their train of thought or analysis with the customer's perspective, bias towards talking to the customer to understand them
• Results-driven - focuses on achieving and exceeding measurable objectives

Our Typical Hiring Process

• Submit an application. IMPORTANT: Please submit your resume/CV in English
• Initial Chat with Global Recruiter
• Hiring Manager Interview
• Assessment/Case Study - if applicable
• Final Interview

Note that every role is different, so the process may vary depending on the requirements of the role. Regardless of the result, we always inform candidates via email.

At THE/STUDIO, we know that our Company's strength lies in the diversity of our team. THE/STUDIO is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal opportunities for all applicants and individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation.

• No third-party recruiters/agencies please