[Hiring] Customer Experience Agent @Portland Leather Goods

Role Description

The Customer Experience Agent is responsible for delivering exceptional, brand-aligned support across email and chat channels. This mid-level role begins with foundational support tickets and progresses to Tier 2–3 case resolution as proficiency and performance standards are demonstrated.

This position is ideal for a service-driven professional who combines empathy with efficiency, thrives in a performance-based environment, and understands how to represent a premium brand voice with clarity and consistency.

Our Customer Experience team leverages AI to support Tier 1 inquiries, allowing agents to focus on meaningful customer interactions, problem-solving, and high-impact cases.

Key Responsibilities

• Respond to customer inquiries via email and live chat with professionalism, accuracy, and warmth.
• Deliver brand-aligned communication that reflects our tone, storytelling style, and commitment to craftsmanship.
• Provide product education, order support, troubleshooting, and resolution for Tier 2–3 customer cases.
• Process returns, exchanges, order updates, and account adjustments accurately.
• Track, escalate, and resolve complex customer concerns in a timely manner.
• Maintain detailed documentation of all interactions in the CRM.
• Meet and maintain performance KPIs related to productivity, quality, and satisfaction.
• Identify recurring customer trends and provide feedback to leadership.
• Collaborate cross-functionally with Operations, Fulfillment, Product, and Marketing to resolve escalated cases.
• Continuously improve product knowledge and service skills.

Performance Expectations

• Productivity: 8 emails per hour (average)
• CSAT: 4.85 or higher
• Quality Assurance (QA): 85% or higher
• First Response Time (Team Goal): 2 hours

Agents begin with foundational case types and earn progression into higher-tier tickets through demonstrated performance, accuracy, and tone consistency.

Qualifications

• 3+ years of experience in eCommerce customer support.
• Experience supporting premium or high-ticket products strongly preferred.
• Strong written communication skills with exceptional grammar and tone control.
• Demonstrated ability to de-escalate conflict and resolve complex issues with professionalism.
• Experience using CRM systems.
• Ability to balance efficiency with thoughtful, brand-forward communication.
• Comfortable working in a KPI-driven environment.
• Self-motivated and disciplined in a fully remote setting.
• Availability for weekend coverage as part of the schedule.

What Success Looks Like in This Role

• Customers feel heard, valued, and confident in their purchase.
• Responses are efficient without sacrificing warmth or clarity.
• Brand voice remains consistent across all written communication.
• Performance standards are consistently met or exceeded.
• Escalations decrease due to proactive, solution-oriented service.

Benefits

• Comprehensive Health Coverage - Medical, Dental, and Vision Insurance to keep you and your family covered.
• 401k with company match - We match up to 4% to help you build your financial future.
• Paid time off - We want you to take time to rest, recharge, and show up at your best.
• Employee discount - Exclusive savings on our products.
• Career Growth Opportunities - A dynamic role with room to learn, grow, and advance your career.