Customer Experience Analyst

The Customer Experience Analyst is primarily a frontline customer-support role with additional responsibility for order monitoring, performance tracking, documentation, and process improvement.

This person will provide dependable phone and ticket coverage, ensure assigned queues are cleared by the end of the shift, and help resolve customer order issues before they age. The right candidate is a strong customer-support professional who is ready to develop their analytical, operational, and process-improvement skills.

This is a seasonal, hybrid position with the potential to lead to permanent employment based on performance and business needs. Both part-time and full-time candidates may be considered.

Hybrid work arrangement, with required office attendance varying based on business needs.

Part-time and full-time schedules may be available.

Shifts will be scheduled within the hours of 1:00 PM-9:00 PM ET, Monday through Friday.

Later-day coverage is an important part of this role.

Occasional weekend support may be required, generally once or twice per month during periods of increased demand.

• Provide professional and timely support through phone, email, chat, and other assigned customer-service channels.
• Manage assigned ticket queues and work toward clearing all actionable conversations by the end of each shift.
• Respond to customer questions about orders, products, shipping, returns, refunds, cancellations, and warranties.
• Maintain clear, accurate, and customer-focused communication across every interaction.
• Escalate urgent, high-risk, or unresolved customer issues to the appropriate team member.

• Monitor customer orders and exceptions to ensure they are processed, corrected, escalated, or appropriately canceled within 24 hours.
• Track orders from receipt through fulfillment and delivery, with additional attention given to delayed or at-risk orders.
• Investigate issues involving missing information, inventory shortages, fulfillment delays, shipping problems, system errors, or third-party logistics partners.
• Process cancellations and refunds accurately and in accordance with company policies.
• Coordinate with Customer Experience, Operations, Warehouse, and third-party partners to resolve order-related issues.
• Keep customers informed when an issue affects the status or delivery of their order.

• Monitor assigned service levels, queue health, order aging, call performance, and customer-satisfaction results.
• Accurately enter and maintain data used for management reporting.
• Flag missed targets, recurring customer issues, unusual trends, and operational risks.
• Provide concise updates on performance, open issues, and recommended next steps.
• Help identify trends and suggest practical improvements to the customer or employee experience.

• Create, update, and audit standard operating procedures, macros, and internal knowledge resources.
• Help identify gaps or outdated information within the customer-facing Help Center and internal knowledge library.
• Recommend improvements that make it easier for customers to find answers and for the CX team to resolve issues consistently.
• Support approved changes to workflows, documentation, and customer-service processes.

• Work across Gorgias, Shopify, Fulfil.io or other ERP tools, Aircall, , and applicable marketplace portals.
• Maintain accurate records of customer interactions, order changes, refunds, cancellations, and resolutions.
• Report system problems or workflow breakdowns and assist with validating improvements.
• Follow company policies and maintain appropriate confidentiality when handling customer and order information.

Success in this position will include consistently working toward the following standards:

• Assigned ticket queues cleared of actionable conversations by the end of the shift.
• At least 95% of applicable tickets answered within 24 hours
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• Customer order exceptions reviewed and appropriately actioned within 24 hours
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• Customer satisfaction maintained above 4.5.
• Missed-call rate maintained below 10%.

Accurate and timely escalation of issues that cannot be independently resolved.

Targets may be adjusted based on channel, staffing, seasonality, and business needs.

• Customer-service experience in e-commerce, retail, order management, or a related…