Job title: Customer Experience Specialist / Customer Support Representative-III
Location: 100% Remote - US
Duration: 4+ Months Assignment
Work Schedule/ Shift 2: Thurs–Sun, 6 am–3 pm PT, 9 hrs./day × 4 days = 36 hrs./wk. (Available to work evening and weekend shifts)
About the Role:

• About the Team, When you join our team, you join our dream: to grow and empower local economies.
• As Company continues expanding into new verticals and customer experiences, we’re constantly testing, learning, and refining how we support our customers.
• This role will support a newly launched product during its pilot phase.
• You’ll be embedded within a focused pod responsible for delivering a high-quality, reliable customer experience during a critical period of growth.
• We’re looking for a hands-on, detail-oriented Customer Experience Specialist.
• This is a structured, execution-focused role suited for someone who is organized, responsive, and enjoys solving problems.
• We're looking for strong performers who can move fast to get things done and are excited by the idea of bringing client to the world.

Responsibilities:

• Respond to inbound customer inquiries via email and SMS
• Evaluate refund eligibility based on defined policy and time-based criteria
• Validate order details and required data fields before processing
• Prepare and submit structured approval requests
• Track resolution status and ensure accurate case closure
• Complete required forms, documentation, and daily reporting
• Escalate high-risk edge cases, or policy-exception requests when appropriate
• Communicate clearly and professionally with customers throughout the resolution process
• Identify recurring issues and flag trends to the pod lead

What we’re looking for:

• Prior customer support or similar relevant experience
• Strong written communication skills
• High attention to detail and comfort working within policy-driven frameworks
• Ability to follow structured SLA processes accurately and meet turnaround expectations
• Sound judgment in determining when to escalate
• Proficiency with Google Suite and email

Nice to Haves:

• You have a Bachelor’s degree or higher, or are currently pursuing one
• You have 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups or related experience
• Experience working with external partners
• Ability to thrive in a fast-paced, evolving environment

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $26.34/hr - $27.03/hr.