Customer Experience Specialist

About the role

Easyship is looking for a Customer Experience Specialist to be the first point of contact for its global e‑commerce merchants. You will provide timely support through live chat, email and phone while collaborating with internal teams and courier partners to resolve issues and improve the product.

Key responsibilities

• Deliver outstanding support via Live Chat, Email, and Phone to Easyship customers.
• Liaise with courier partners and third‑party vendors to resolve delivery or technical issues.
• Collect and relay customer feedback to enhance service and product offerings.
• Build and maintain strong, trust‑based customer relationships.
• Collaborate with Sales, Product, and Operations teams.
• Contribute to high ratings on customer review platforms and identify continuous‑improvement opportunities.

Required profile

• 1‑2 years of customer support experience, preferably in B2B SaaS.
• Strong empathy and passion for helping people.
• Excellent verbal and written communication skills.
• Detail‑oriented with strong organizational and multitasking abilities.
• Proven problem‑solving and critical‑thinking skills.
• Ability to stay calm and productive in a fast‑paced environment.
• Comfortable working night shifts, rotational week‑offs, and from the office.

Required skills

• Google Workspace
• Microsoft Office
• Technical troubleshooting

What we offer

• Generous remuneration and stock units.
• Comprehensive health coverage.
• Gym and wellness expense reimbursement.
• Zomato digital meal credits and pantry snacks.
• Four weeks per year of “Work from Anywhere” flexibility.
• Generous vacation policy with duvet and mental‑health days.