Customer Experience Associate
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Job Description
Customer Experience Associate managing subscriptions and event attendee inquiries for travel intelligence company Skift. Ensures high-quality customer interactions and supports the management of billing and membership.
Responsibilities:
- Manage the customer support inbox and provide timely, thoughtful responses to questions about subscriptions, billing, event access, and membership benefits.
- Identify and resolve login, access, and account issues across Skift’s digital platforms.
- Track and follow up on overdue payments, assist with invoicing and renewals, and ensure accurate billing records.
- Call or email event attendees, new subscribers, and members to collect feedback, confirm details, and enhance their experience with Skift.
- Work closely with the subscriptions, events, and membership teams to ensure a seamless customer journey and share insights that improve retention and satisfaction.
- Maintain up-to-date customer records and contribute to improving internal support processes and resources.
Requirements:
- 1–2 years of experience in a customer support or customer-facing role
- Strong written and verbal communication skills, with a professional and empathetic tone.
- Comfort with phone and email outreach; confident speaking with customers and solving problems live.
- Attention to detail, follow-through, and strong organizational skills.
- Curiosity and enthusiasm for Skift’s mission and the travel and media industries.
- Experience with CRM tools (HubSpot)
- Native-level or near-native English proficiency (written and spoken) is required due to the volume of written communication, documentation, and live collaboration in English.
Benefits:
- Opportunity to grow within a respected and innovative media company.
- Exposure to the intersection of media, events, and travel intelligence.
- Collaborative, supportive, and remote-friendly work environment.
- Competitive compensation and benefits.
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