Customer Experience Associate - Email & Chat

Role Description As a Customer Experience Agent, you will manage customer queries exclusively through email and chat - there is no voice component to this role. You will support e-commerce customers with their orders, accounts, and related concerns, working a night shift aligned to US business hours. This is a remote, work-from-home contract position.

What You'll Do Handle customer queries via email and live chat, delivering clear, accurate, and empathetic responses Assist customers with order status, tracking, returns, exchanges, refunds, and account-related issues Investigate and resolve complaints by identifying root causes and following through to resolution Maintain response quality and accuracy in line with client SLAs and tone-of-voice guidelines Log and document all interactions accurately in the internal support tool Manage a queue of emails and chats efficiently, prioritising appropriately during high-volume periods Stay current on client policies, product updates, and process changes to ensure accurate support Flag recurring issues or patterns to the team lead to help improve processes and reduce ticket volume.

Qualifications 1-3 years of experience in a customer service or customer-facing support role Excellent written English - clear, professional, grammatically accurate, and appropriately toned for different customer situations Comfortable managing both email queues and live chat simultaneously without compromising quality Detail-oriented - you read carefully, respond accurately, and don’t miss the point of a customer’s query Fast typist with strong written communication instincts — you can be both efficient and human in your responses Patient, composed, and able to handle frustrated or demanding customers through written channels Self-disciplined and reliable - comfortable working independently in a remote, night shift environment Experience in e-commerce support (orders, returns, refunds, tracking) is a strong plus Familiarity with any helpdesk or CRM tool (Zendesk, Freshdesk, Intercom, or similar) is an advantage - you will be trained on the client’s in-house support tool.

Technical Requirements: Reliable high-speed internet connection (minimum 20 Mbps) Stable laptop or desktop capable of running browser-based support tools Backup internet connection (mobile hotspot or secondary connection) Backup power source (UPS or inverter) to handle outages Quiet, dedicated workspace free from background noise and interruptions

Role Details Employment Type:

Contract Work Setup:

Remote - India-based candidates only Shift:

Night shift, aligned with US business hours (EST/CST) Support Channels:

Email and Chat only - No voice Language:

English Experience Required:

1–3 years in customer service or a related role Compensation:

Competitive, commensurate with experience