Customer Experience Associate

Overview

Join to apply for the Customer Experience Associate role at THE/STUDIO .

At THE/STUDIO, our vision is to empower individuals to unleash their creativity and bring unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products and providing a seamless, awe-inspiring experience through our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their passions, driving them toward 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 global company with team members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have a fully remote working platform to 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

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, including edit requests, managing deadlines, resolving order issues, processing claims, and ensuring seamless order management.

• 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 order issues such as edit requests, status, and claims, with a focus on customer satisfaction. Manage complex or sensitive situations professionally.
• 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 inquiries through multiple channels (ticketing systems, live chats, email). Ensure prompt and professional responses within SLAs.
• Prioritization and Escalation: Assess urgency and complexity of each ticket or chat, prioritizing and escalating issues when necessary.
• Technical Proficiency: Navigate and utilize customer support tools, particularly HubSpot, to manage workflows and track interactions.
• Proactive Communication: Make outbound calls to customers for follow-ups, feedback collection, or updates on order status and issue resolutions. Compliance and Documentation: Adhere to all relevant guidelines during calls, documenting interactions in detail within the CRM.
• Attention to Detail: Ensure all interactions are handled with precision, minimizing errors while updating CRM records and ensuring no details are overlooked.

• 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, a noise-canceling headset, and a stable internet connection with at least 20 Mbps speed, plus a quiet space to take calls.

• Intellectually curious - asks questions, challenges the status quo, and seeks to understand when something isn’t right
• Self-motivated with a meaningful reason to deliver excellence
• Good communication skills for collaboration in a remote environment
• Radical candor — coachable, accepts constructive feedback, and provides it when applicable
• Urgency - values immediate action when prudent to enable quick decision-making
• Natural customer centricity - prioritizes the customer perspective in analysis and communication
• Results-driven - focuses on achieving and exceeding measurable objectives

1. Submit an application. Important: please submit your resume/CV in English.
2. Initial chat with Global Recruiter
3. Hiring Manager Interview
4. Assessment/Case Study (if applicable)
5. Final Interview

Note that every role is different, so the process may vary. We inform candidates via email after decisions.

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

No third-party recruiters/agencies please