Customer Experience Officer

Comfort Works is looking for an enthusiastic and dedicated customer experience specialist to enhance our Spanish customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.

To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.
**What you’ll be doing**:

- Tracking customer experiences across online and offline channels, devices, and touchpoints.
- Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
- Identifying customer needs and taking proactive steps to maintain positive experiences.
Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
- Performing product tests, evaluating after-sales and support services, and facilitating improvements.
- Documenting processes and logging technical issues, as well as customer compliments and complaints.
- Keeping informed of industry trends and new CRM technologies.
**We LOVE to work with these qualities (and we promise that you’ll meet like-minded souls here)**:

- Fluent in Spanish and in English (C1, C2 levels)
- A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
- At least 2 years experience as a customer experience specialist, or a similar customer support role.
- Extensive experience in gathering and interpreting customer experience information.
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, as well as CX and CRM software.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
**How Comfort Works differ from the rest**:

- A full-time role without night shift, with the flexibility to work from home a couple of days a week
- A supportive and collaborative team to work with on achieving shared goals
- A global audience while working alongside international teammates from Japan, Germany, Poland, Argentina, Australia, etc.
- Opportunities to grow not just in this role, but inside the business along with constant cross-department collaboration that you can learn from UI/UX, product development, digital marketing, international relationship management, and more
- A leadership team who makes it their duty to serve their team, while giving you the space and ability to create your own path inside the business
- Comfort Work’s mission to rejuvenate the world’s tired homes (we are ridiculously determined to save people from ugly living spaces)
- 5-star reviews on Google, Houzz, Reviews.io, and Trustpilot (your job to upkeep this)
**Within Customer Experience you will be exposed to these paths (and possibly grow into after 2 years)**:

- Digital Marketing
- Growth Marketing
- Product Management
- Customer Experience Lead

**About Comfort Works**:
Comfort Works aims to breathe new life into all of the world’s living space; we do it by creating beautiful, handmade slipcovers that rejuvenate old and tired sofas. Tens of thousands of customers around the globe use our slipcovers to amplify their delight towards their homes. It’s our mission not to just refresh their living space, but to make them fall back in love with it. If this mission speaks to you, join our team today.