Customer Experience Specialist

We’re looking for a dedicated Customer Experience Specialist to join our team. In this role, you’ll be the voice of Backbone, helping our customers navigate their gaming journeys and ensuring they receive top-notch support. You’ll collaborate closely with various teams to create seamless experiences and contribute to our mission of customer satisfaction.

Our mission is to empower gamers with innovative products that take their play to the next level. We believe that exceptional customer service is the heartbeat of our mission. If you’re ready to make a real impact and join a dynamic team, we want to hear from you!

What You’ll Do

• Be the Customer Advocate: Respond to inquiries through email, chat, and phone, delivering timely and accurate solutions that enhance the customer experience.
• Support Order Management: Assist in processing and tracking customer orders, coordinating with our logistics partners to ensure swift and smooth shipments.
• Gather Insights: Collect customer feedback through surveys and direct interactions to help us understand their needs and inform improvements in our services.
• Collaborate Across Teams: Work hand-in-hand with customer service, sales, and operations to ensure we’re all aligned on customer needs and order fulfillment.
• Stay Informed: Maintain a strong understanding of Backbone’s products and services to provide informed recommendations and assistance.
• Document Interactions: Accurately log customer interactions and issues in Zendesk, ensuring we capture all relevant information for follow-up and reporting.
• Drive Continuous Improvement: Identify trends in customer issues and provide insights to help us enhance processes and boost satisfaction.
  
  

What We’re Looking For

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• 1-2 years of experience in customer service or customer experience roles, preferably in the consumer electronics or mobile gaming space.
• Proficiency in Zendesk or similar customer service platforms.
• Strong communication skills and a genuine passion for helping customers.
• Excellent problem-solving abilities and a proactive mindset.
• Ability to thrive both independently and as part of a remote team.
• Strong organizational skills and attention to detail.