Customer Experience Specialist

RECENT CHEERLEADING EXPERIENCE DESIRED
Position Summary
Nfinity is seeking a highly organized, solution-oriented Customer Experience Specialist to help manage customer communication, ticket resolution, and support operations across multiple channels.
This role is responsible for resolving customer issues quickly and professionally while helping reduce operational noise inside the company. The position also assists in managing and auditing offshore support staff to ensure customers receive fast, accurate, and consistent communication.
This is not a passive customer service position. The right candidate takes ownership, follows through, solves problems independently whenever possible, and helps make Nfinity easier to do business with.
Core Responsibilities
Customer Support & Resolution
Respond to customer inquiries through email, chat, SMS, social media, and ecommerce platforms
Resolve order issues, shipping concerns, returns, exchanges, warranty claims, and product questions
Maintain proactive communication with customers throughout the resolution process
Manage customer issues from initial contact through final resolution
Document all customer interactions accurately within company systems
Monitor support queues and ensure service standards are maintained
Escalate issues only when operational approval or departmental action is required
Follow through on all escalated issues until completed
Offshore Support Coordination
Help oversee daily workflow of offshore customer support team
Audit tickets for quality, professionalism, accuracy, and completeness
Assist with training and onboarding of offshore support staff
Monitor response times, queue management, and ticket aging
Identify recurring issues and communicate operational problems to leadership
Ensure offshore support reduces operational workload rather than creating additional internal issues
Customer Retention & Support Opportunities
Identify natural opportunities to improve customer retention and repeat business
Recommend relevant products or solutions when appropriate during customer interactions
Support loyalty, retention, and customer recovery initiatives
Assist with customer follow-up after service issues or escalations
Communicate recurring customer feedback and trends to leadership
Performance Expectations
Success in this role is measured by:
Fast and professional customer communication
Strong customer satisfaction scores
Ticket ownership and follow-through
Low ticket aging
Reduced unnecessary escalations
Accurate documentation
Effective offshore support coordination
Ability to solve problems independently
Preferred Experience
2+ years of customer service, ecommerce support, retail, hospitality, or operations experience
Experience working inside Zendesk, Gorgias, Freshdesk, Shopify, Salesforce, NetSuite, or similar systems
Experience managing or coordinating remote/offshore support teams preferred
Strong written communication and organizational skills
Ability to multitask in a fast-paced environment
Strong problem-solving ability and attention to detail
Cheerleading, sports apparel, or athletic industry familiarity is a plus
What Success Looks Like
A successful Customer Experience Specialist:
Resolves customer issues quickly and completely
Takes ownership instead of passing problems to other departments
Keeps customers informed throughout the process
Helps reduce operational chaos internally
Maintains urgency and accountability
Supports customer retention through strong service
Helps the offshore support team operate efficiently and consistently
Compensation & Benefits
Competitive compensation
Performance-based bonus opportunities
Healthcare contribution
401(k) eligibility after one year
Paid time off
Employee discounts on Nfinity products
Growth opportunities within Nfinity