Customer Experience Associate

We are seeking a Customer Experience Associate to represent the Away brand by providing best-in-class support throughout the customer purchase journey and beyond. At Away, the customer is at the heart of everything we do. Our Customer Experience team is the bridge between the Away team and the thousands of people using our products every day. We're the voice of Away to our customers and advocates for our customers to the rest of the Away team.

As a Customer Experience Associate, you will be on the front lines with customers—you are often the first touch point that a customer has with our brand. We want to consistently deliver personalized and satisfying interactions that further customers' trust in the Away brand. This role is fully remote.

What you'll do:

• Act as the voice of the Away brand on the front lines with customers
• Deliver above-and-beyond customer service over all of our channels—including phone, email, live chat, and social platforms
• Become an expert on our products, inspiring our customers to find the travel companions that work best for them
• Strategize ways to improve our service, streamline our processes, and better serve our customers
• Learn all of Away's systems and processes so that you can efficiently and effectively manage customer relationships
• Coordinate with CX Management to channel customer trends, pain points and feedback to all areas of the business such as operations, technology, marketing, and product teams

Who you are:

• Have 1 year of experience working in a customer facing environment (previous experience using customer email platforms a plus!)
• Available Monday through Friday, from 9 am to 6 pm Eastern (with availability to shift to evening or weekend hours during our busiest time periods)
• Clear communicator across all channels
• Smart and organized
• Friendly, patient and empathetic, with the ability to put yourself in the customer's shoes
• Hard working with a "no task is too small" attitude
• Never satisfied with the status quo, always thinking "how can we do this better?"
• Passionate about transforming travel (but that's a given!)
• Resident of Texas, Illinois, Massachusetts, or New York or its metro area

You'll love working at Away because: