Customer Experience Specialist

About the role

The Shade Store is looking for a Customer Experience Specialist to join its Client Services team. In this role you will be the primary point of contact for customers, handling inquiries across phone, email and text while ensuring a seamless, empathetic experience.

Key responsibilities

• Provide exceptional customer service via phone, email and text.
• Analyze issues, develop action plans and resolve problems proactively.
• De‑escalate challenging situations with empathy and maintain a positive experience.
• Document interactions accurately and keep detailed records for follow‑up.
• Collaborate with cross‑functional teams to deliver timely solutions.
• Follow up with customers to confirm resolution and provide updates.
• Continuously improve product knowledge and stay current on policies.

Required profile

• Minimum 2 years of customer service experience with frequent phone and email interactions.
• Availability to work between 12 pm‑9 pm EST, including occasional Saturdays.
• Strong oral and written communication skills.
• Professional demeanor under pressure and ability to meet deadlines.
• Collaborative team player capable of cross‑functional work.

Required skills

• Proficiency with Outlook.
• Experience using Microsoft Word, PowerPoint and Excel.
• Familiarity with phone system platforms.

What we offer

• Competitive salary range of $60,000‑$65,000 per year.
• Opportunities for growth within a 75‑year‑old, reputable company.
• Supportive team environment focused on customer excellence.