Customer Experience Associate

About the role

We are seeking a Customer Experience Associate to be the primary point of contact for our UK‑based customers. Working remotely, you will help users navigate subscriptions, memberships and events, ensuring every interaction is smooth and positive.

Key responsibilities

• Respond to customer inquiries via email and other channels, covering subscription, membership, billing and event questions.
• Troubleshoot account access, login and platform issues, guiding customers to effective solutions.
• Assist billing operations, including invoice queries, renewals and payment follow‑ups while keeping records accurate.
• Proactively reach out to customers to gather feedback and enhance their experience.
• Collaborate with internal teams to share insights, support retention initiatives and improve the overall customer journey.
• Document interactions and contribute to the continuous improvement of support processes and resources.

Required profile

• 1‑2 years of experience in customer support, success or a similar client‑facing role.
• Excellent written and verbal communication with an empathetic, solution‑focused approach.
• Strong attention to detail, organization and ability to manage multiple requests simultaneously.
• Self‑motivated and able to work independently in a remote environment while collaborating effectively with teammates.

Required skills

• Proficiency in handling email and phone communications.
• Basic understanding of billing processes and account management.