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Member Experience Specialist

Remote, based in U.S.


You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different.


CORE RESPONSIBILITIES


  • Respond to inbound inquiries from members and potential members across multiple channels including live chat, email and phone support
  • Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty
  • Assist members with post-order issues such as replacements, refunds, delivery status, problem resolution and any other issues that may arise from the order fulfillment process
  • Report on member behavior and bugs, and generate content derived from anecdotes and analytics
  • Project a professional and consistent company image through chat, email and social media interactions
  • Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day

QUALIFICATIONS


Requirements

  • Impeccable writing skills - from email, to live chat, to Slack, written communication is the backbone of our internal and external operations
  • Excellent relationship building skills and a level of empathy that is off the charts - our team succeeds when we uphold the same standards with our members as we do with ourselves
  • Passion for helping people - you won’t stop trying until our member is happy
  • A successful track record working in a high volume environment - could be tossing pizzas or previous ecommerce experience. What we really mean is that you must be willing to adapt to change and embrace growth
  • Ability to solve problems by thinking analytically and creatively - we’ll show you the process, but your success will depend on your ability to implement on your feet
  • A high attention to detail - being detail oriented helps in a fast- paced environment
  • Team-first attitude - Our team works remotely using Slack/Zoom/Intercom, covering 7 days per week (don’t worry, you’ll only work 5), and we rely heavily on our peers to help one another

Nice To Haves

  • Previous employment at an ecommerce and/or food company
  • Familiarity with the latest ecommerce trends
  • Inbound sales experience
  • Experience using customer support software such as Intercom, Aircall, or other SaaS tools

NEXT STEPS


At Wild Alaskan, we believe diversity of backgrounds and perspectives makes us stronger. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant. We’re committed to creating a work environment that fosters growth, celebrates diversity and fundamentally makes all teammates feel welcome, accepted, nurtured and respected.

To apply for this opportunity:

This is a remote based position available in the following states only: Alaska (AK), Arizona (AZ), Florida (FL), Maine (ME), North Carolina (NC), New York (NY), Oregon (OR), Texas (TX), or Washington (WA). If you do not live in one of those states we cannot consider your application for this role.

Please send your résumé and a paragraph that describes what excites you about this position to [email protected] with "Your Name | MX Specialist at WA" written in the subject line.