Reporting to the Sr. Customer Experience Manager, this role serves as the primary contact for sensitive, high-stakes customer interactions, fraud case monitoring, and risk mitigation while advocating for continuous improvement in customer experience. The CX Specialist will work cross-functionally to resolve complex cases, gain a comprehensive understanding of the business, and collaborate on enhancing processes and policies that impact the customer journey. This role requires a proactive approach to customer advocacy, risk management, and operational excellence, and will do so through by acting as a liaison between internal teams (e.g., Product, Social, Logistics) to address customer pain points.

Strong technical skills and a deep understanding of system connectivity are essential, as the role involves managing data across multiple platforms, resolving system inefficiencies, and ensuring seamless integration of tools for fraud monitoring, chargeback management, and customer support operations.

What you'll do

Escalation Management

• Customer Escalations
  • Act as the primary point of contact for complex or high-stakes customer escalations, handling sensitive issues that may impact the brand's reputation.
  • Provide timely resolutions with a focus on balancing customer satisfaction and company policies.
  • Document outcomes to identify recurring issues or patterns.
• Fraudulent Activity & Chargeback Management
  • Monitor and investigate potential fraud cases to ensure thorough resolution.
  • Manage chargebacks by collaborating with relevant teams to gather evidence and dispute claims.

Quality Improvement & Agent Development

• Performance Assessment
  • Review and assess agent interactions to identify gaps in service quality, tone, or policy adherence.
  • Partner with leadership to provide coaching and support continuous improvement initiatives for agents.
• Root Cause Analysis
  • Analyze escalations and fraudulent cases to uncover root causes and systemic issues affecting the customer experience.
  • Collaborate with internal teams to recommend and implement process or policy enhancements.

Customer Experience Optimization

• Continuous Improvement Initiatives
  • Work cross-functionally to refine processes, reduce fraud risks, and elevate the overall customer journey.
  • Advocate for innovative solutions to proactively address customer pain points and minimize escalations.
  • Participate in weekly calibrations to ensure alignment on quality standards and expectations.
• Customer Advocacy
  • Serve as the voice of the customer by sharing insights and ensuring customer perspectives are integral to decision-making.

Key Performance Indicators: CSAT (Customer Satisfaction)

Focus on maintaining and improving CSAT as the primary performance metric, ensuring customers receive exceptional support and resolutions that align with brand standards.

• CSAT
• SLA
• Average Handle Time (productivity)

What you'll bring to the role

• Experience providing high quality customer service, and a genuine passion for customer satisfaction
• Excellent communication skills – written & verbal.
• Confident and capable learning new technical platforms with a strong level of independence
• Change management skills to effectively pivot to meet business needs
• Ability to analyze data, identify trends, and provide actionable insights to improve customer experience and operational processes
• Proven ability to think critically, manage conflicts, and provide creative solutions under pressure
• Able to confidently exercise sound judgment in determining when to deviate from established guidelines and policies to effectively address customer needs.
• Ability to build and maintain strong cross-departmental relationships to facilitate collaboration and drive improvements in customer experience.

Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviors that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture.

Our values are:

FIND A WAY | We break down problems into manageable steps, explore creative solutions daily, learn from failure, and adapt quickly

RAISE THE BAR | We share constructive feedback openly, continuously improve personal and team performance, collaborate and challenge for better outcomes

CUSTOMER OBSESSED | We actively listen to customer feedback, make decisions that impact customers positively, continuously refine product, service, or customer interactions

EMPOWERED OWNERS | We proactively address cross team challenges, willingly tackle any task big or small, take initiative, and lead by example

JUST DO IT | We make informed decision quickly, encourage experimentation and learning, encourage thoughtful risk taking, embrace change, and stay adaptable

HUMILITY | We acknowledge team contributions before self, acknowledge and learn from mistakes, maintain an open and receptive mindset, and promote a respectful work environment

CURIOSITY | We seek out new challenges daily, ask questions to understand deeply, reimagine and innovate to drive progress

DRIVE RESULTS | set clear goals and prioritize tasks, focus on high impact activities daily, monitor progress through clear metrics, stay persistent and solution orientated