Customer Experience Specialist, Part Time Remote

Posted about 21 hours ago

Listings Project is seeking a motivated, organized, and collaborative Customer Experience Specialist. You are an experienced professional who is passionate about customer support and contributing to a positive team culture. As a Part Time Customer Experience Specialist, your focus will be: Vetting Listings and Customer Support, Data and Reporting, and Team Collaboration. This role reports to our Director of Customer Experience. As Customer Experience Specialist in the Customer Experience (CX) Department, you will collaborate closely with team members across Product and Engineering, Marketing, Design, and Leadership.

A typical day as a Customer Experience Specialist includes:

▪️Read and review 50-100 listings and email each Lister confirmations or follow-ups
▪️Answer 10-30 support tickets within Listings Project’s First Response Time
▪️Respond to any customer support-related tasks, such as payment disputes, report trends, and share customer feedback according to Listings Project protocols
▪️Communicate and collaborate with the remote team on any relevant tasks and projects

Note: This is a Part Time position scheduled 28 hours per week over 4 working days. Due to the unique business needs of the CX Department, the schedule requirements detailed below in the Role Requirements section are a must-have for this role. Please confirm your availability aligns with the work schedule prior to applying. All Listing Project employees are eligible for Paid Time Off benefits, to support work life balance.

ROLE RESPONSIBILITIES INCLUDE

Vetting Listings
▪️Read and review listing submissions to ensure they adhere to Listings Project’s Community Agreements and Terms of Use, as well as ensure listings comply with fair housing and employment rights.
▪️Use exceptional attention to detail to follow all steps in the Listings Project vetting process to ensure high quality listings.
▪️Manage communication with every Lister to update them on their listing status and customer journey.
▪️Ensure listings are finalized and ready for publication by Tuesday nights at 11:59pm ET.

Customer Support
▪️Deliver timely, empathetic, friendly customer support to the community via email. Ability to meet Listings Project's metrics for first response time and ticket volume.
▪️Format support tickets accordingly to ensure proper data and reporting.
▪️Communicate any urgent tickets with the Director of CX and/or the entire team via Asana.

Data and Reporting
▪️Listing trends are properly documented weekly and reported to the Director of CX to inform future vetting changes, new practices or policies, or product improvements.
▪️Support ticket trends are properly documented weekly and reported to the Director of CX to keep records of customer trends, complaints, requests for new features and enhancements, and attending to and helping to resolve product or service issues.
▪️Help identify and track key metrics and trends for guiding success in achieving customer experience goals.

Team Collaboration
▪️Partner with Listings Project staff to advance company wide goals including CX related support on projects, initiatives, and tasks as needed.
Communicate cross-functionally promptly, clearly, and give and receive feedback in an ongoing, structured way.
▪️Support the Director of Customer Experience in completing routine Department tasks such as updating FAQs, creating or updating email templates, updating knowledge base with new practices, and offering general administrative support, as needed.
▪️Effectively organize your work to remain productive with asynchronous communication cycles and to coordinate work across teams.

REQUIREMENTS

Online Customer Support and Service
You bring at least 2 years of relevant skills and experience in the areas of online customer service and e-commerce. You’re familiar with Customer Relationship Management (CRM) software platforms and CX industry standards in regards to response time and customer satisfaction.

Project Ownership & Support
You’ve contributed to successful team projects. You balance multiple tasks and complete your work on time. You have owned priority projects and tasks within your Department.

Collaboration
You use collaboration tools and systems to coordinate your work. You are an effective team player and skilled communicator. You are comfortable with async team communication in a remote work environment.

Creativity & Growth
You seek to learn more about best practices in customer-facing communication and customer journey. You bring creativity to your work of improving a customer’s experience with Listings Project. You actively give and receive feedback, and are open to learning and growth.

Community
Mission & Values Alignment. You are inspired by the Listings Project mission and you are personally committed to living your values and engaging in community. You professionally practice and uphold Listings Project’s Values & Community Agreements and contribute to a vibrant workplace community. Listings Project values equity, transparency, accountability, collective care, justice and joy.

Technical Skill Must Have:
Familiarity with e-commerce CRM platforms, preferably Zendesk

Nice to Have: technical proficiency or systems experience with payment processors, marketing email platforms, and project management platforms (such as Asana)

ADDITIONAL ROLE REQUIREMENTS

We are an all-remote team who works on an Eastern time zone schedule. This role requires the employee to own a video-chat capable computer with reliable internet access. Listings Project provides a remote work stipend for employees. Must be legally authorized to work in the United States. Must be based in the US.

SCHEDULE DETAILS

This is a Part Time position scheduled 28 hours per week over 4 working days. Due to the unique business needs of the CX Department, the schedule requirements detailed below are a must-have for this role. Please confirm your availability aligns with the work schedule prior to applying.

▪️Monday: 8 hour shift, tent. 9am-5pm ET
▪️Tuesday: 8 hour shift, must have evening availability from 9pm-12am ET; the remaining shift hours can be determined with Manager
▪️Wednesday: off
▪️Thursday: 8 hour shift, tent. 9am-5pm ET
▪️Friday: off
▪️Weekends, with a Sunday requirement: 4 hour shift, over the weekend to vet listings and cover Zendesk consistently, respond to all listings and support tickets that came in by Sunday 5pm ET. Schedule to be determined with Manager
▪️Holidays: employees who work on a Holiday are eligible for flexible time off

BENEFITS

The hourly rate for the position if based in New York is $30 per hour. Market rates and geographic location will be carefully considered when calculating individual employee compensation. As a part of our commitment to pay equity in our company, compensation is non-negotiable.Listings Project is a people-centered company, and our total rewards package reflects that with:

▪️Fully Remote Work. All Listings Project employees work remotely. A remote work stipend is available.
▪️Generous PTO Policy. We offer part time employees 10 personal/vacation days and 5 wellness days including time off for self care. Employees who are required to work on a holiday are eligible for flexible time off. All employees are granted PTO hours in full on your first day.
▪️401(k) Match. Listings Project employees are eligible for 401(k) company matching.
▪️Professional Development. Funds are available to maximize professional impact and growth.

How to Apply