Customer Experience Specialist

Who We Are

Xebec is a direct-to-consumer computer accessories brand challenging the norms of the traditional office. Led by our flagship product, the Xebec Tri-Screen, it is our mission to equip today's professionals to be successful in the modern, mobile workplace. We are a fast-paced and booming consumer products startup building innovative and quality products that empower anyone to Free Yourself.

Role

We strive to provide a premium customer experience to each of our customers at Xebec, and the Customer Experience Specialist is imperative to this mission. Often controlling the first experience a customer has with the Xebec brand, it will be your role to ensure each customer’s experience exceeds their expectations. From presale interactions to post-sale setup and beyond, you will have the opportunity to create enthusiastically satisfied customers.

Responsibilities

Address customer inquiries, including emails, chats, and social media messages, in a timely and efficient manner using Gorgias.
Fully understand Xebec's products, policies, & procedures to provide the best possible resolution for both pre-sale and post-sale inquiries.
Empathize with customers to create a positive experience and better understand how we can best retain them as loyal brand advocates.
Empower customers to seamlessly set up the Tri-Screen and identify major and common pain points.
Appropriately escalate customer issues to leadership as needed and partner with the Operations team to resolve shipping issues and order inquiries.
Partner with leadership to provide customer feedback and identify solutions.
Think in new ways, try new things, be enthusiastic about the Xebec Brand, and take pride in enabling customers to "Free Yourself.”

Who You Are

An empathetic, service-minded doer who is always looking for ways to “make things better.”
A tech-savvy, personable, & patient individual who is excited to interact with our customers.
Someone who truly enjoys working with both our customers and our internal team.
Someone who can articulate complex or technical solutions in concise and easy to understand ways.
Someone who is enthusiastic about the ever-evolving laptop and computer accessories market.
A hard worker who is willing to do what it takes to create a satisfied customer.

Perks

Equity + Bonus opportunity
Healthcare
Hybrid remote workplace