Customer Experience Associate -

Job Title: Customer Experience Associate (CXA)
Location: Remote (MST Time zone)
Salary Range: up to 1500 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (MST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:

Our client is a global B2B marketplace specializing in live event gear, from sound systems and lighting packages to staging and video equipment. Serving clients across multiple continents, they manage complex international transactions that require expertise in logistics, multiple currencies, and international tax implications.

Position Overview:

The Customer Experience Associate (CXA) will play a critical role in providing exceptional support to marketplace users, including buyers and sellers. This includes managing shopping cart issues, coordinating logistics, handling customer inquiries, and resolving claims. This position requires proactive communication, problem-solving, and a strong understanding of international logistics.

Key Responsibilities:

• Shopping Cart Management: Support the sales and finance teams in resolving shopping cart issues and ensuring smooth checkout processes.
• Logistics Coordination: Manage shipping and logistics requests, create shipping estimates, and work with partners to ensure timely delivery.
• Seller Support: Coach sellers on freight management best practices, including packaging, labeling, and documentation.
• International Logistics: Navigate complexities like currency conversion, tax regulations, and customs for seamless delivery.
• Customer Support: Handle inbound inquiries via chat, providing updates on order status and solutions to concerns.
• Claims Management: Resolve warranty issues, damages, and returns efficiently, while tracking data for process improvement.

Qualifications:

• Experience in customer service, logistics, or a related field.
• Strong organizational skills and the ability to multitask.
• Excellent verbal and written communication skills.
• Proficiency with CRM systems (HubSpot preferred), live chat tools, and Google Docs/Sheets.
• Familiarity with international logistics and currency management.

Nice-to-Haves:

• Proficiency in additional languages to support global business operations.
  

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.