Customer Experience Coordinator Job New York New York USA,Customer Service/HelpDesk

Location: New York

Position Type: Full-time hourly – 32 hours per week over 4 days

Compensation: $20–$23 per hour (DOE), equivalent to approximately $37k–$42k annually based on a 32-hour workweek

Location: Queens, NYC (in-person office)

A note on the role: We are looking for a dedicated and ambitious individual to join us in this full‑time position to grow within our team. We are excited to invest in someone eager to grow with us long‑term.

Is Your Superpower Warmth, Empathy, and Attention to Detail?

At Senbird Tea, every customer interaction is an opportunity to share warmth, care, and the quiet joy of Japanese tea. We’re not just looking for someone to answer messages—we’re searching for a key member of our community: a warm, thoughtful, and detail‑oriented coordinator whose genuine kindness shines through in every phone call, email, and chat, leaving customers feeling seen, valued, and connected.

This role is at the heart of our customer relationships and the processes that power them. You’ll respond with empathy and attentiveness across DTC and wholesale channels, turn routine exchanges into meaningful moments, and build the internal guides, SOPs, and customer‑facing resources that help us deliver consistently excellent experiences as we grow. You’re the type of person whose natural thoughtfulness and positive presence make people feel at ease—whether calming a concerned customer on the phone, brightening the office with your warm energy, or documenting a better way to handle a recurring issue so the whole team benefits.

About Senbird

Senbird Tea is an Asian American family‑owned Japanese tea company dedicated to bringing you the finest teas from family farms in Japan. Rooted in wellness, sustainability, and quality, our curated collection of teas, premium gift sets, and handcrafted teaware has been recognized by Forbes, Food & Wine, Buzz Feed, and Sustainable Jungle. With over 15,000+ five‑star reviews on Amazon, we take pride in delivering an exceptional tea experience that nurtures a healthy mind, body, and spirit.

Join us in celebrating the rich traditions of Japanese tea—one cup at a time.

Who We’re Looking For

We are seeking a warm, thoughtful rising star who embodies our values of collaboration, execution, and growth. As Senbird grows, we need someone who can translate day‑to‑day experience into lasting systems. You’ll know you’re the right person for this role if:

You naturally bring warmth and kindness to every interaction—anticipating needs, responding with empathy, and making customers and teammates feel genuinely cared for.

You communicate with clarity and sincerity across phone, email, and chat—your tone conveys patience, understanding, and positivity.

You’re detail‑oriented and process‑driven—you see patterns in customer interactions and instinctively want to document, systematize, and improve how things are done, whether that’s an internal SOP or a customer‑facing guide.

You thrive in people‑centered work and find fulfillment in creating moments of connection and contributing to a welcoming, supportive office culture.

You’re proactive, organized, and eager to grow—excited to help build the systems behind a scaling business, not just maintain them.

What You’ll Do

As a Customer Experience Coordinator, your work will center on three core pillars:

Customer Care & Community

Be the warm first point of contact for DTC and B2B/wholesale customers, handling inquiries, orders, concerns, returns/exchanges, and feedback across all e‑commerce channels (primarily our direct website), via phone, email, online chat, and review platforms with thoughtful, empathetic, and personalized care.

Let your natural warmth shine through in phone calls—listening attentively, speaking kindly, and turning every conversation into a positive, memorable experience.

Build lasting impressions and community loyalty by responding in ways that make customers feel truly seen, valued, and appreciated.

Manage support tickets with care, track interactions thoughtfully, follow up proactively, and share customer insights with the team to help us improve.

Support wholesale inquiries (pricing, availability, custom orders) with the same gentle attentiveness…


Increase/decrease your Search Radius (miles)



Job Posting Language