Customer Experience Operations Specialist

Department: Customer Experience

Employment Type: Full Time

Location: Los Angeles HQ

Reporting To: Dolores Guzman

Compensation: $24.00 / hour

Description

The OPS CX Support Specialist plays a key role in supporting warehouse operations and customer experience initiatives. This role involves managing complex claims, high-risk orders, and time-sensitive shipping issues, while partnering with cross-functional teams to ensure seamless fulfillment and returns. The ideal candidate thrives in a fast-paced environment and is passionate about delivering high-quality service.

Key Responsibilities

• Process complex customer claims, chargebacks, and high-risk fraud orders
• Monitor warehouse/OPS channels to support address changes, intercepts, and short shipments
• Troubleshoot return and fulfillment issues in collaboration with internal teams
• Conduct outreach related to out-of-stock items and delayed shipments
• Compile and share weekly reports on damages and customer product feedback
• Support fraud approvals and risk management processes
• Assist with lost package investigation and risk assessment
  
  

• Provide personalized service across email, chat, SMS, and social media
• Strengthen customer loyalty and VIP engagement
• Communicate and enforce company policies with professionalism
• Track and update customer issues in real time
• Relay customer insights and trends to cross-functional teams
  
  

Skills, Knowledge and Expertise

• 2+ years of experience in e-commerce, customer service, or retail
• Strong problem-solving, organizational, and communication skills
• Proficient in Excel or Google Sheets
• Familiarity with CX platforms (Kustomer experience a plus)
• Experience with fulfillment operations, claims processing, and fraud prevention
• Flexibility to support occasional evening or weekend needs
• Bachelor’s degree preferred
  
  

Benefits, Culture and Perks

• Full Access to LinkedIn learning 
• Employee Discounts  

Perks (HQ Location)

• Free weekly catered lunch at HQ – M/T/W/Th
• Dog-Friendly office on a Thursday and Friday
• Free Swag Giveaways  
• Annual Holiday Party  
• Annual Summer Party  
• Invitations to pop-ups and other company events  
• Complimentary daily office snacks and beverages