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Customer Experience Agent (Remote)
40 hours/week | Hourly | Weekend availability is needed
Customer First, LLC is hiring a Customer Experience Associate to support our global customer community through Zendesk. You'll handle high-volume, high-empathy tickets and partner with support leadership by sharing feedback on what customers are asking for and where our macros/Help Centre guidance could be clearer.
English Applications only. Apply here:
What you'll do
- Support customers in Zendesk across key ticket types: damaged items, delivered-but-not-received, quality/shelf-life education, discounts/promotions, rewards/VIP, order amendments, and allergy reactions (with policy-based escalation as needed)
- Write clear, calm, brand-right responses and de-escalate tense conversationsWork quickly and accurately in a high-volume queue (we'll ask about the volume/targets you've worked against)
- Follow fast-changing guidance (inventory/out-of-stock changes, replenishment windows, exceptions) without freezing
- Use structured escalation pathways and document cases clearly
- Provide feedback to help leadership improve macros, FAQs, and Help Centre resources by flagging gaps, confusing guidance, and repeat-contact themes.
Must-haves
- Ecommerce customer support experience (2 years min)
- Zendesk experience (required)
- Shopify familiarity
- Fluent written/reading English
- Proven remote work experience + strong time management
- Coachable, adaptable, and able to operate when AI tools are down (macros/resources-first)
Nice-to-haves (key differentiators)
- French fluency (top priority); German next; Italian a plus
- Beauty/skincare vocabulary familiarity
- Slack familiarity
- Strong typing speed and comfort with measurable throughput targets
Compensation: $5-6 USD/hour (based on skills/experience).
Job Type: Full-time
Language:
- English (Required)
