Customer Experience Associate
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Job Description
Customer Experience Associate for Nabis’ partners delivering high-quality support across digital and voice channels. Handling inbound inquiries and order-related issues in a fully remote role.
Responsibilities:
- Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses
- Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards
- Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues
- Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency
- Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution
- Process and track order adjustments, cancellations, returns, and account-level changes in internal systems
- Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance
- Identify recurring order or account issues and escalate patterns to supervisors with documented context
- Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input
- Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform
- Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements
- Support ad hoc projects, testing, and process rollouts as directed by CX leadership
- Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores
- Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance
- Demonstrate consistent reliability in attendance, schedule adherence, and communication standards
- Surface partner feedback and recurring friction points to the team as inputs for product and process improvement
Requirements:
- 2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment
- Strong written and verbal communication skills in English, with high attention to grammar, tone, and accuracy across digital and voice channels
- Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness
- Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); comfortable learning new platforms quickly
- Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing
- Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements
- Strong organizational skills and the ability to manage multiple open cases simultaneously without loss of quality
- De-escalation skills and the ability to navigate difficult partner conversations with empathy, patience, and professionalism
- Availability to work a schedule aligned to US Pacific or Eastern business hours.
Benefits:
- Competitive compensation commensurate with experience and market
- Fully remote work environment with a structured, collaborative team culture
- Exposure to a high-growth, technology-first distribution platform operating at scale
- Clear performance expectations with coaching and development support
- Opportunity to grow within a CX organization that is investing in systems, people, and operational excellence
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