Job Description

Customer Experience Agent (Remote)
40 hours/week | Hourly | Weekend availability is needed

Customer First, LLC is hiring a Customer Experience Associate to support our global customer community through Zendesk. You’ll handle high-volume, high-empathy tickets and partner with support leadership by sharing feedback on what customers are asking for and where our macros/Help Centre guidance could be clearer.

English Applications only.

What you’ll do

Support customers in Zendesk across key ticket types: damaged items, delivered-but-not-received, quality/shelf-life education, discounts/promotions, rewards/VIP, order amendments, and allergy reactions (with policy-based escalation as needed)
Write clear, calm, brand-right responses and de-escalate tense conversationsWork quickly and accurately in a high-volume queue (we’ll ask about the volume/targets you’ve worked against)
Follow fast-changing guidance (inventory/out-of-stock changes, replenishment windows, exceptions) without freezing
Use structured escalation pathways and document cases clearly
Provide feedback to help leadership improve macros, FAQs, and Help Centre resources by flagging gaps, confusing guidance, and repeat-contact themes.
Must-haves

Ecommerce customer support experience (2 years min)
Zendesk experience (required)
Shopify familiarity
Fluent written/reading English
Weekend availability
Proven remote work experience + strong time management
Coachable, adaptable, and able to operate when AI tools are down (macros/resources-first)
Nice-to-haves (key differentiators)

French fluency (top priority); German next; Italian a plus
Beauty/skincare vocabulary familiarity
Slack familiarity
Strong typing speed and comfort with measurable throughput targets
Compensation: 39000 - 46000 DOP Monthly (based on skills/experience).",