Customer Service Representative

Job Title:Operations Specialist - Customer Experience, Commerce Partnerships, Ad SalesLocation: Remote JobDuration: 12 MonthsJob Description:

• Operations Specialist - Customer Experience, Commerce Partnerships, Ad Sales
• 2-3 years relevant work experience
• Champion of a customer-first mindset, with the ability to identify friction points and opportunities to elevate customer experience.
• Has a passion for the future of advertising, especially where it intersects with content and commerce
• Basic Excel, Order Management Software, and Outlook proficiency required
• Strong organization skills, with an ability and willingness to work in a fast-paced environment
• Self-starter who is focused on execution, exceeding expectations, and building authentic relationships to consistently overachieve, no matter the task
• A positive attitude and passion for building businesses; entrepreneurial drive and a self-starter mindset
• Professional communication skills; ability to engage with teams and colleagues across teams and titles

Responsibilities:

• Clients Commerce Partnerships Team in the Ad Sales Division is an industry leader in creating engaging shopping experiences for viewers leveraging innovative technologies and first to market commerce strategies.
• We strive to create authentic connections between brands and our viewers to achieve maximum impact for brand’s discovery, consideration, and conversion.
• We work closely with our Sales teams to educate and consult on our full suite of Commerce Partnership opportunities.
• The Commerce Partnerships Operations Specialist - Customer Experience will be a key player of the Operations team.
• This role requires a strategic thinker with a hands-on approach to driving quality, efficiency, and continuous improvement across the customer journey.

Roles & Responsibilities:

• Lead and supervise a team of external Customer Experience Agents across email, chat, and phone channels.
• Set clear performance expectations, KPIs, and quality standards; conduct regular coaching and feedback sessions to support team development.
• Serve as the initiation escalation point for high-impact customer issues, directly responding to customer inquiries in a timely and professional manner.
• Resolve order-related issues (delays, returns, refunds, exchanges) while maintaining high customer satisfaction.
• Escalate complex issues to relevant internal teams (Operations, Product, Finance) and follow up for a timely resolution.
• Maintain a deep understanding of product offerings and policies to provide accurate information to agents, vendors, and consumers.
• Gather and relay customer feedback to improve service and product offerings.

Operations & Order Management:

• Monitor the full life cycle of order management, ensuring accuracy and timely fulfillment.
• Partner with third-party logistics providers and sellers to track shipments and resolve delivery issues.
• Help optimize operational workflows to improve efficiency and reduce errors.
• Support returns and refunds processing in compliance with company policies.

Data & Reporting:

• Maintain records of customer interactions and order issues in CRM/helpdesk systems (e.g., Salesforce).
• Own reporting on customer experience metrics, generating reports on response time, resolution rate, and CSAT.
• Analyze and identify trends in customer complaints to uncover insights and implement strategic process improvements.