About the job

Ana Luisa is a fast-growing, Brooklyn-based jewelry brand committed to sustainability and delivering high-quality, affordable jewelry for all. As we continue to grow rapidly and expand across multiple channels, we’re looking for an energetic and passionate CX Specialist to help us elevate our service to new heights!

As a CX Specialist, you will become an expert on all aspects of the customer journey: product information, shipping & tracking packages, processing returns & refunds. You will work on creating and improving processes, while collaborating with both internal and external teams. You’ll lead customer interactions across our online marketplace platforms, ensuring SLAs are met, and provide the team with data-driven insights through performance analysis.

Our ideal candidate is strategic, takes initiative and can problem-solve creatively even when we don’t necessarily have all the answers. Must be located in NYC. 

What you’ll do:

1. Be the voice of our customers, performing quantitative and qualitative analysis to funnel feedback to cross-functional teams and improve overall customer experience.

1. Develop and sustain a comprehensive understanding of our customers' needs and pain points across all channels.

1. Be responsible for customer communication across our retail partners. Create KPIs, meet SLAs and present detailed reports with actionable insights.

1. Provide timely support and guidance to our team of CX Agents to address any customer-related inquiries they may have.

1. Handle customer complaints & escalations, offering solutions and follow-ups within expected time frames to ensure complete resolution.

1. Investigate problems, discover root causes and develop solutions with the wider team.

1. Help to create SOPs, policies or new processes to improve the customer experience.

1. Respond to customers via email, live chat, DMs & SMS as needed.

Our gold candidate has...

1. 2+ years of Customer Service experience (Direct to Consumer, strongly preferred)

1. Excellent verbal and written communication skills - you are obsessed with note taking and documentation

1. Strong analytical skills with the ability to generate meaningful and timely insights - you love spreadsheets and formulas

1. Experience working within a CX helpdesk is essential (eg Zendesk, Gorgias, Kustomer)

1. A knack for juggling multiple priorities with ease

1. Expertise in navigating and utilizing various platforms and tools, with Shopify, Loop, and Monday.com as a big plus

1. The agility to learn and adapt quickly, welcoming feedback and fostering a growth-focused environment

1. A talent for advocating equally for both the organization and the customer

1. The ability to take direction, but also work resourcefully and autonomously, holding yourself accountable to priorities/goals

1. A commitment to contributing to a safe, inclusive, and supportive work environment for everyone

What you’ll love about us

1. Health Insurance and Wellness: 100% Employer-paid health plan (Medical, Dental, Vision); 10 Sick days; 6 Wellness days

1. 401K with matching

1. Vacation and Time Off: Open PTO

1. Parental Leave: up to 18 weeks of 100% paid parental leave for new parents

1. Brand Perks: Employee discount; Welcome gift card

1. Others: Commuter benefits; Fun & friendly company culture

*Ana Luisa is an equal opportunity employer and values diversity at the company. We are committed to equal employment opportunities and welcome all candidates regardless of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, genetics, marital status, veteran status, or disability status.*

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