What are the responsibilities and job description for the Customer Experience Coordinator position at Artifact Uprising?
As a Customer Experience Coordinator at Artifact Uprising, you'll be the voice of our brand—building relationships, solving problems, and guiding our customers through their creative journeys. You'll engage with our community via email and live chat to support product creation, answer service-related questions, and ensure swift and thoughtful resolution to any issues.
This role blends customer support, sales enablement, and technical troubleshooting. You’ll play a key part in attracting, retaining, and delighting our customers—helping turn every interaction into a meaningful moment. We're a team that collaborates closely, celebrates wins, and genuinely enjoys what we do.
- Deliver timely, accurate, and empathetic responses to customer inquiries via email and live chat
- Support customers with product questions, order issues, payments, and website navigation
- Proactively upsell and convert interest into purchases with thoughtful, needs-based guidance
- Retain customers through exceptional service and relationship-building
- Identify and surface patterns in customer feedback to inform internal improvements (including creating reports and analysis to share with the larger team)
- Collaborate on cross-functional projects and assist with ad hoc tasks to support overall CX performance
- Occasionally work evenings or weekends based on team needs and seasonal demand
- Monitor and ensure customer orders successfully progress through fulfillment
- Partner with production teams to identify and resolve order-related issues, coordinating customer communication when action is needed to prevent delays
- Support continuous improvement initiatives by identifying opportunities to streamline and automate CX processes and workflows
- Manage customer-facing promotional and credit code programs, including setup, troubleshooting, and ongoing maintenance (promo/credit code creation, deletion, etc)
- Process specialized customer account requests, including tax-exempt account management and account deletion requests
- Assist in monitoring and escalating potentially fraudulent activity to protect customers and the business
- Provide technical support expertise to the CX team, assisting with complex troubleshooting and platform-related customer issues
- Support CX reporting and analytics efforts by gathering, analyzing, and sharing customer insights to inform business decisions
- Bachelor’s degree or equivalent relevant experience
- 1–3 years in a customer support or client-facing role; eCommerce experience preferred
- Sales-minded with an ability to identify opportunities and drive conversion
- Comfortable with multiple technical platforms (e.g., Zendesk, Google Suite, Looker)
- Able to prioritize and troubleshoot effectively in a fast-paced, high-volume environment
- Strong written and verbal communication skills with a warm, professional tone
- Team player with excellent attention to detail and follow-through
- Calm under pressure and always customer-first in your approach
- Teachable and excited to grow
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $42,000 - $44,000