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 moved 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, including addressing edit requests, managing deadlines, resolving order issues, processing claims, and ensuring seamless order management. What You’ll Do Efficiency and Accuracy: Accurately process customer orders, ensuring all details are correct and timelines are adhered to. Verify product availability, 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. Manage 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 ticketing systems, live chats, and email. Respond promptly and professionally 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 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. Adhere to compliance guidelines during calls, ensuring all interactions are documented in detail within the CRM. Attention to Detail: Handle all customer interactions with precision, updating CRM records meticulously and ensuring no details are overlooked. About You Excellent verbal and written communication skills 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 8 GB of RAM, a noise‑canceling headset, and a stable internet connection with at least 20 Mbps speed, in a quiet space to take calls. THE/STUDIO’s Company Values Intellectually curious: habit of asking questions, challenging the status quo, and getting to the bottom of things. Self‑motivated: meaningful reason to deliver excellence. Excellent communication skills that enhance collaboration and minimize misunderstandings. Radical candor: coachable, accepts constructive feedback, and provides it when needed. Operates with a level of urgency – values immediate action, swift decision‑making, and seizing opportunities. Natural customer centricity: starts with the customer’s perspective, biasing toward customer dialogue. Results‑driven: focuses on achieving and exceeding measurable objectives. Our Typical Hiring Process Submit an application. (Please submit your resume/CV in English.) Initial chat with a 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. Equal Opportunity Employer 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*** Seniority level Not Applicable Employment type Full‑time Job function Other Industries Manufacturing Referrals increase your chances of interviewing at THE/STUDIO by 2x. #J-18808-Ljbffr