Customer Experience Specialist

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