Customer Experience Associate

📋 Description

• Respond to customer queries via email promptly and accurately.
• Consult users on best practices and how Firstbase operates.
• Create and maintain customer-facing FAQs, videos, and Help Center content.
• Collect and share user suggestions with Product and Operations teams.
• Identify operational improvements within the CX team and organization.
• Onboarding includes comprehensive training and shadowing.

🎯 Requirements

• 2+ years experience as a Customer Support Specialist in physical goods operations.
• BA/BS degree or similar university education.
• Ability to work quickly and independently with excellent time management.
• Excellent written and verbal communication skills.
• Experience using Zendesk, Jira and/or other help desk software.
• Empathy, problem solving and ability to tailor responses.

🎁 Benefits

• Onboarding with training and shadowing.
• Remote work with ET/CT time zones.
• Inclusive, diverse team culture.
• Opportunity to impact remote work through CX.
• Candidate privacy and data handling policies.
• AI tools may assist recruitment under human oversight.