Customer Experience Associate

NABIS

Customer Experience Associate providing high-quality support across digital and voice channels for Nabis' retail and brand partners. Handling inquiries, order-related issues, and account escalations in a fully remote capacity.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as a primary point of contact for inbound partner inquiries via email, phone, and chat, ensuring timely, accurate, and professional responses
Manage high-volume, multi-channel queues (Zendesk, Slack, and phone) with consistent adherence to SLA targets and quality standards
Deliver white-glove support to brand and retail partners, providing proactive status updates and clear resolution paths for open issues
Handle outbound follow-up on open cases, escalations, and relationship-sensitive communications with appropriate tone and urgency
Monitor and manage order workflows end-to-end, including intake, fulfillment coordination, exception handling, and delivery resolution
Process and track order adjustments, cancellations, returns, and account-level changes in internal systems
Support partners with invoice reconciliation, payment inquiries, and COD/collections processes in collaboration with Finance
Identify recurring order or account issues and escalate patterns to supervisors with documented context
Liaise with Operations, Sales, Finance, and Compliance teams to resolve partner-facing issues that require multi-department input
Maintain accurate records of partner interactions, case notes, and resolution steps within the CRM/ticketing platform
Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements
Support ad hoc projects, testing, and process rollouts as directed by CX leadership
Meet or exceed individual KPI targets including response time, resolution rate, CSAT, and contact quality scores
Actively participate in coaching sessions, QA reviews, and team calibrations to continuously improve performance
Demonstrate consistent reliability in attendance, schedule adherence, and communication standards
Surface partner feedback and recurring friction points to the team as inputs for product and process improvement

Requirements

What you’ll need

2+ years of customer service, account support, or operations experience in a B2B, SaaS, logistics, distribution, or marketplace environment
Strong written and verbal communication skills in English, with high attention to grammar, tone, and accuracy across digital and voice channels
Demonstrated ability to manage high-volume, multi-channel queues with consistent quality and responsiveness
Proficiency with CRM and ticketing tools (Zendesk, Salesforce, Freshdesk, or similar); comfortable learning new platforms quickly
Solid understanding of order management processes, including fulfillment workflows, exception handling, and basic billing and invoicing
Ability to work independently in a remote environment with reliable internet connectivity, meeting schedule, and attendance requirements
Strong organizational skills and the ability to manage multiple open cases simultaneously without loss of quality
De-escalation skills and the ability to navigate difficult partner conversations with empathy, patience, and professionalism
Availability to work a schedule aligned to US Pacific or Eastern business hours.

Benefits

Comp & perks

Competitive compensation commensurate with experience and market
Fully remote work environment with a structured, collaborative team culture
Exposure to a high-growth, technology-first distribution platform operating at scale
Clear performance expectations with coaching and development support
Opportunity to grow within a CX organization that is investing in systems, people, and operational excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementfulfillment workflowsexception handlingbillinginvoicingcustomer serviceaccount supportoperations experiencemulti-channel queue managementKPI targets

Soft Skills

written communicationverbal communicationorganizational skillsde-escalation skillsempathypatienceprofessionalismattention to detailreliabilityteam collaboration