Seeking a Senior Customer Experience Specialist to work remotely in a full-time capacity, this role will manage escalated customer cases, collaborate cross-functionally to drive operational improvements, and develop deep product expertise to enhance customer loyalty and operational health. Key responsibilities Become a trusted category expert and handle escalated customer cases with empathy and precision Identify trends in customer feedback and collaborate with cross-functional teams to implement lasting solutions Build and improve processes by proposing enhancements to workflows and documentation to reduce customer effort Required qualifications Strong communication skills with the ability to balance empathy and clarity Solid understanding of the customer lifecycle and proactive problem-solving approach Ownership mindset with a focus on outcomes and anticipating customer needs Experience in cross-functional collaboration with product, quality, or operations teams Background in direct-to-consumer, retail, e-commerce, or luxury goods environments