Customer Experience Agent

About us

At Trade, we want to inspire better coffee at home, and we believe that starts by connecting our customers to the best craft roasters. Through Trade, customers can discover new coffee and support local while small, independent roasters gain access to new consumers nationwide. To date, Trade has delivered over 9M bags of coffee from 60 of the best local coffee roasters around the country. Trade is profitable and plans to accelerate growth as the premier online destination for the $14BN at-home coffee market.

The Role

Trade is looking for a full-time Customer Experience Agent to work a set schedule Sunday through Thursday during standard business hours.

Trade’s Customer Experience Agents represent the company’s brand and deliver extraordinary experiences for our customers. They provide information, guidance, education, and solutions, acting as the bridge between at-home coffee brewers and the specialty coffee roasters that work with Trade. In this role, you will have opportunities to problem solve across a wide spectrum — one moment helping a customer perfect their taste profile and the next solving a technical question about e-commerce order processing. We'll count on you to leverage your creative problem-solving, attention to detail, and EQ to turn customers into fiercely loyal Trade advocates.

We are looking to fill this role in NY, CT, NJ, PA, MA, CO, or FL and will not be accepting applications outside of these states. The role comes with the ability to travel to Trade’s NY-based HQ several times a year. This is a remote position.

You Will…

• Host personalized, high-quality conversations with customers via email, phone, SMS, and chat
• Work efficiently and effectively to ensure that all customers have quick and easy access to support
• Enthusiastically educate our customers on all things coffee — from roaster values to taste profiles to how to make a better cup of coffee at home
• Support and guide customers as they navigate our coffee, subscription, and equipment catalog; connect customers with the coffee experience that will meet their brewing needs
• Serve as a champion of the brand and help retain users through excellent communication, brand awareness, and proactive issue resolution
• Collaborate with CX Management to convey customer feedback to other departments, such as Operations, Marketing, Creative, and Product
• Identify customer trends in real time and communicate them to the CX team and other relevant departments

You Are...

• Energized by the prospect of working directly with customers on a wide range of topics
• An excellent verbal and written communicator
• Confident in your ability to maintain positive dialogue even in high-stress situations
• Focused on providing personalized resolutions tailored to each customer's needs
• Capable of multi-tasking by handling multiple conversations simultaneously
• Able to thrive in a primarily remote position while also prepared to visit our office in NYC a few times each year
• Technologically proficient and excited to learn to use new tools and platforms
• Learning-oriented, open to providing and accepting feedback
• Experienced in the world of customer experience, whether in contact centers, hospitality, retail, or somewhere else
• Excited to make an impact on each customer’s daily routine by connecting them with great coffee
• Available to work 40 hours during standard business hours Sunday through Thursday in a remote setting

You Preferably Have…

• Experience working in the specialty coffee industry
• Understanding of various coffee roasting, processing and tasting techniques
• Working knowledge of Shopify or similar e-commerce platform
• Working knowledge of Gorgias or similar customer support systems

You’ll Get…

• To be involved in building a growing and profitable company with an experienced leadership team and a mission-driven and values-based culture that permeates everything we do
• Mentorship from the CX leadership team
• $500 a year to spend on amazing coffee!
• Competitive salary and paid time off
• Best-in-class health benefits and 401(k)

NYC Base Salary: $56,500

In addition, Trade offers comprehensive benefits, including company-paid health, dental, and vision insurance, 401(k), flexible spending account, and paid leave (including vacation time and parental leave) in accordance with our applicable plans and policies.