Senior Customer Experience Specialist (Ecommerce)

TL;DR

Senior Customer Experience Specialist (Ecommerce): Managing complex escalations and driving operational excellence for a direct-to-consumer retail platform with an accent on systemic improvements and category expertise. Focus on investigating root causes, collaborating cross-functionally to implement lasting solutions, and optimizing customer lifecycle workflows.

Location: Remote (United States)

Salary: $26.00 per hour (approx. $4,506/month) + performance bonus up to $1,000/month

Company

hirify.global is a tech-driven direct-to-consumer retail company focused on providing high-quality essentials through a sustainable, middleman-free manufacturing model.

What you will do

• Own and resolve complex, high-impact customer escalations related to product quality, safety, and retention risks.
• Act as a subject matter expert for assigned product categories, serving as the go-to resource for the team.
• Identify recurring patterns in customer feedback and synthesize evidence-based insights for leadership.
• Collaborate with product, quality, and logistics teams to investigate and resolve systemic root causes.
• Improve internal SOPs, workflows, and documentation to reduce customer effort and team friction.
• Manage health and safety escalations with urgency and thorough documentation.

Requirements

• Must be based in the United States.
• Background in direct-to-consumer, retail, e-commerce, or luxury goods environments.
• Proven experience in cross-functional collaboration with product, operations, or quality teams.
• Strong communication skills with the ability to balance empathy with clarity.
• Builder mentality with a focus on root-cause analysis and process improvement.
• Comfort with using AI and automation tools to improve operational efficiency.

Nice to have

• Experience in Consumer Packaged Goods (CPG) regarding health and safety escalations.
• Knowledge of Furniture & Home Goods logistics and damage claims.
• Background in Logistics & Operations, including carrier coordination and SLAs.
• Experience in Health & Wellness product efficacy and regulatory considerations.

Culture & Benefits

• Competitive hourly pay with tenure-based increases and monthly performance bonuses.
• Comprehensive health benefits: Medical, Dental, Vision, Prescription, and Virtual Healthcare.
• Financial security with 401K and Life/Disability insurance.
• Structured onboarding featuring a 3-week paid training program.
• Culture of ownership and autonomy within a fast-paced, luxury-brand environment.