Our client, a well-known retail / apparel company, is looking for an Ecommerce Customer Experience Specialist to join their team for a 6-month contract. This position can be remote or on a hybrid schedule in San Francisco, CA (onsite 1-4 times a month).

The Ecommerce Customer Experience Specialist will play a key role in streamlining our back-office operations, mitigating risk, creating clear and comprehensive documentation and training materials, maintaining knowledge-based content, and expertly resolving sensitive customer escalations.

• Pay Rate: Up to $32/hour DOE

Responsibilities:

• Lead regular meetings with contact center leaders to address customer and agent concerns.
• Analyze data and collaborate with teams to refine processes and communication.
• Ensure clear communication with contact center team on important updates from various business units.
• Handle system access and account management for customer service agents.
• Resolve various back-office requests and complex customer escalations.
• Manage B2B inquiries and internal resource allocation.
• Troubleshoot employee discount issues.
• Serve as an expert on customer service processes and policies.
• Maintain and update knowledge base for agents and customers.
• Create training materials for new features and analyze engagement metrics for improvements.
• Utilize CRM AI tools to enhance agent workspace and content management.
• Support holiday operations by creating a resource center for agents.
• Collaborate with warranty team to process claims.
• Approve refund check requests and generate quality feedback reports for product improvement.

Required Qualifications:

• 2-4 years of experience in customer service, ideally in retail, ecommerce, or a related field.
• 1-3 years of project management experience.
• Experience collaborating with geographically dispersed teams and stakeholders.
• Knowledge of eCommerce business and marketplace industry practices.
• Ability to analyze data (quantitative and qualitative) and translate insights into actionable steps.
• Bonus: Experience working with a CRM system (Salesforce, Zendesk, Talkdesk preferred).

If you meet the required qualifications and are interested in this role, please apply today.

The Solomon Page Distinction

Solomon Page offers a comprehensive benefit program for hourly employees. We pride ourselves on offering medical, dental, 401(k), direct deposit and commuter benefits to our employees, including freelancers - which sets us apart in the industries we serve.

About Solomon Page

Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.

Opportunity Awaits.