Member Experience Specialist

Remote, based in U.S.


You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different.


CORE RESPONSIBILITIES


  • Respond to inbound inquiries from members and potential members across multiple channels including live chat, email and phone support
  • Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty
  • Assist members with post-order issues such as replacements, refunds, delivery status, problem resolution and any other issues that may arise from the order fulfillment process
  • Report on member behavior and bugs, and generate content derived from anecdotes and analytics
  • Project a professional and consistent company image through chat, email and social media interactions
  • Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day

QUALIFICATIONS


Requirements

  • Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
  • Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
  • Passion for helping people - you won’t stop trying until our member is happy
  • A successful track record working in a high volume environment - could be tossing pizzas or previous ecommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
  • Ability to solve problems by thinking analytically and creatively - we’ll show you the process, but your success will depend on your ability to implement on your feet
  • A high attention to detail - being detail oriented helps in a fast- paced environment
  • Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (don’t worry, you’ll only work 5), and we rely heavily on our peers to help one another

Nice To Haves

  • Previous employment at an ecommerce and/or food company
  • Familiarity with the latest ecommerce trends
  • Inbound sales experience
  • Experience using customer support software such as Intercom, Aircall, or other SaaS tools

NEXT STEPS


To apply for this entry-level opportunity, please send your résumé and a paragraph that describes what excites you about this position to [email protected] with "Your Name | MX Specialist at WA" written in the subject line.