Customer Experience Associate

About This Opportunity

We are representing a confidential marketplace client in recruiting for a Customer Experience Associate. This is a remote position based in the USA.

In this role, you'll handle the conversations that actually matter—the cases that require human judgment, empathy, and creative problem-solving. Most routine questions are handled automatically; your work focuses on the complex situations: mismatched expectations between users, time-sensitive issues, and scenarios without established policies.

You'll learn how a two-sided marketplace operates from the inside out, working across chat, email, phone, and SMS to resolve real problems for real people.

Responsibilities

• Work a queue of conversations routed to human support, resolving booking issues and mediating disputes between platform users
• Process cancellations and adjustments accurately while maintaining careful case documentation
• Use AI assist tools and knowledge base resources to draft responses, then edit for accuracy and tone before sending
• Identify opportunities to exceed expectations and create memorable customer experiences
• Flag recurring issues, confusing policies, and product friction to specialists and leadership for systemic improvement
• Meet response-time and quality targets while maintaining detailed case notes
• Participate actively in team culture through standups, collaboration channels, and team engagement

What We're Looking For

• 1–2 years of experience in customer service, hospitality, support, or adjacent fields
• Strong writing skills with genuine attention to detail, grammar, and tone
• Empathy-first approach that keeps the customer's interest central, even when delivering difficult news
• Ability to carry cases through to resolution independently and know when to escalate
• Comfort with technology and genuine curiosity about working alongside AI tools—confident enough to use them effectively, skeptical enough to verify their output
• Adaptability to new tools, policy changes, and evolving workflows
• Ability to read queue and quality metrics and act on insights
• Sense of humor and authentic enthusiasm for helping people
• Bonus: marketplace or third-party platform experience
• Bonus: familiarity with Intercom or similar support platforms

Schedule (4-week rotation):

• Weeks 1–3: Monday–Friday, 8 hours/day (flexible hours depending on time zone)
• Week 4: Monday & Tuesday (8 hours), Wednesday & Thursday (OFF), Friday–Sunday (8 hours/day)

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and fit for the role. Qualified candidates are then submitted to our client for consideration. Please do not attempt to contact the employer directly, as all communication must flow through our talent team to protect the integrity of the search process.

Pay

Pay via Get A Job.ai: $25.00/hour

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates in our recruiting process.