Remote Customer Experience Specialist

Work-From-Home Opportunity | Based in Soho (London or NYC) Company: Wright Inc.

About the Role Wright Inc. is a dynamic, fast-growing company seeking a passionate and dedicated Remote Customer Experience Specialist to join our team. We are a people-first organization, committed to providing our customers with an exceptional, personalized experience. While our company is rooted in the vibrant, creative energy of Soho (London or New York City), this position offers the flexibility to work from anywhere.

In this role, you will be the voice of our brand, connecting with customers and building strong relationships. You will be a problem-solver, a product expert, and a champion for our customers' needs. This position is perfect for someone who is empathetic, organized, and thrives in a self-managed, remote environment. You will play a crucial part in our mission to not just meet, but exceed, customer expectations.

Key Responsibilities As a Remote Customer Experience Specialist, your daily tasks will be focused on supporting our customers and our team. Your primary duties will include:

Front-Line Support: Responding to customer inquiries via email, live chat, and phone calls. You will provide prompt, friendly, and accurate assistance for a wide range of questions, from product information to order status and troubleshooting.

Issue Resolution: Investigating and resolving customer complaints and issues with patience and professionalism. You will take ownership of problems and see them through to a satisfactory conclusion for the customer.

Knowledge Management: Maintaining and updating a comprehensive knowledge base of common customer issues and solutions. You will help create clear, helpful resources that empower customers to find answers on their own.

Customer Advocacy: Acting as a liaison between customers and our internal teams (including sales, marketing, and product development). You will provide valuable feedback that helps us improve our products and services.

Data Accuracy: Accurately logging all customer interactions and feedback in our CRM system. This data is vital for our team to track trends and continuously improve our service.

Relationship Building: Going beyond standard support to build lasting relationships with our customer base. Your goal is to make every interaction a positive one that enhances brand loyalty.

Time Management: Independently managing your schedule to ensure timely responses and to meet key performance indicators (KPIs) and service-level agreements (SLAs).

Salary and Benefits We believe that great talent deserves great compensation and support. The hourly rate for this position is competitive with market rates for the Soho area, typically ranging from 17 to 20 per hour in London or $20 to $25 per hour in New York City, based on experience and skillset.

In addition to competitive pay, we offer a comprehensive and progressive benefits package to support your well-being and professional growth:

Health and Wellness: Full medical, dental, and vision insurance with a generous company contribution. We also provide a wellness stipend to be used for gym memberships, fitness classes, or mental health resources.

Paid Time Off: A flexible paid time off (PTO) policy that encourages you to take the time you need to rest and recharge.

Professional Development: An annual stipend for courses, conferences, or certifications to help you grow your skills and advance your career.

Home Office Setup: A one-time stipend to help you create a comfortable and effective home office, including a monitor, keyboard, and other necessary equipment.

401(k) / Pension Plan: A robust retirement plan with a company match to help you build your financial future.

Employee Discounts: Exclusive discounts on all of our company's products and services.

Who We're Looking For We are seeking a candidate with a strong service orientation and a passion for helping people. You should have:

Experience: Previous experience in a customer service, support, or hospitality role is required.

Excellent Communication: Strong written and verbal communication skills with a friendly and professional demeanor.

Tech Savvy: Proficiency with CRM software (e.g., Zendesk, Salesforce) and a solid understanding of modern communication tools (e.g., Slack, Microsoft Teams).

Problem-Solving Skills: A creative and analytical approach to solving problems and a "can-do" attitude.

Self-Motivation: The ability to work independently, manage your time, and stay focused in a remote environment.

Location: While this is a remote role, the ideal candidate will be based in or near London or New York to facilitate occasional team meetups and collaboration.

How to Apply If you're ready to bring your customer service skills to a company that values its people and its mission, we encourage you to apply. Please submit your resume and a brief cover letter outlining why you are the perfect fit for this role.