The OPS CX Support Specialist plays a key role in supporting warehouse operations and customer experience initiatives. This role involves managing complex claims, high-risk orders, and time-sensitive shipping issues, while partnering with cross-functional teams to ensure seamless fulfillment and returns. The ideal candidate thrives in a fast-paced environment and is passionate about delivering high-quality service.
Key ResponsibilitiesOperational SupportProcess complex customer claims, chargebacks, and high-risk fraud ordersMonitor warehouse/OPS channels to support address changes, intercepts, and short shipmentsTroubleshoot return and fulfillment issues in collaboration with internal teamsConduct outreach related to out-of-stock items and delayed shipmentsCompile and share weekly reports on damages and customer product feedbackSupport fraud approvals and risk management processesAssist with lost package investigation and risk assessmentCustomer Experience SupportProvide personalized service across email, chat, SMS, and social mediaStrengthen customer loyalty and VIP engagementCommunicate and enforce company policies with professionalismTrack and update customer issues in real timeRelay customer insights and trends to cross-functional teamsSkills, Knowledge and ExpertiseRequired Skills & Experience2+ years of experience in e-commerce, customer service, or retailStrong problem-solving, organizational, and communication skillsProficient in Excel or Google SheetsFamiliarity with CX platforms (Kustomer experience a plus)Experience with fulfillment operations, claims processing, and fraud preventionFlexibility to support occasional evening or weekend needsBachelor’s degree preferredBenefits, Culture and PerksFull Access to LinkedIn learning Employee Discounts Perks (HQ Location)Free weekly catered lunch at HQ – M/T/W/ThDog-Friendly office on a Thursday and FridayFree Swag Giveaways Annual Holiday Party Annual Summer Party Invitations to pop-ups and other company events Complimentary daily office snacks and beverages Compensation:
$24. 00 / hour
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