Job Description

Job Description

Customer Experience Representative

📍 Davidson, NC - (Hybrid – 2 days/week in-office)

About Us

We are a fast-growing pre-commerce platform on a mission to help brands sell products before inventory arrives , increasing sell-through, reducing waste, and driving profitability. Trusted by leading global brands, we process millions in pre-orders every month. Our 22-person team spans NYC, Charlotte, and London, backed by top investors.

The Role

We’re looking for a Customer Experience Representative who thrives on helping customers succeed and can confidently navigate a technical product . This highly customer-facing role (85% B2B, 15% B2C) works closely with e-commerce managers, project managers, support teams, and developers to ensure our customers are set up for success.

You’ll also contribute to post-sales processes and help shape the future of customer experience.

What You’ll Bring

• 2-3 years in Customer Support or Success, ideally at a Series A/B startup, smaller tech company, or SaaS company
• Confidence working with technical products and collaborating with cross-functional teams
• Strong relationship-building and communication skills
• Self-starter mindset with ownership of tasks and outcomes
• Experience with enterprise accounts a plus; SaaS, e-commerce, or retail tech experience a bonus
• Comfort in high-impact, fast-paced environments

What You’ll Do

• Support customers across Slack, Email, Chat, and Zoom, providing fast and helpful responses
• Develop deep product knowledge and understand broader e-commerce and SaaS contexts
• Surface issues, escalate bugs, and champion customer-led feedback
• Lead discovery conversations to understand customer experience and triage product requests
• Contribute to and expand our knowledge base and customer-facing FAQ
• Use data and insights to prioritize work and improve product adoption and growth
• Collaborate cross-functionally to refine internal processes and enhance the customer journey

Our Values

• Always for Action: Move swiftly and prioritize urgency for customers
• Pride in Execution: Deliver with efficiency, quality, and accountability
• Focus as a Superpower: Prioritize effectively and cut through noise
• Diversity Raises the Bar: Embrace different perspectives and experiences
• The Experience is Fun: Maintain a sense of humor and enjoy the journey

Why Join Us?

You’ll join a small, collaborative team where your impact is visible every day. Response times, resolutions, and customer satisfaction are tracked so you can see the difference you make. If you’re a customer-focused problem solver who thrives in dynamic environments, this is your chance to grow with a company redefining e-commerce.

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