[Hiring] Customer Experience Associate @NABIS

Role Description

We are looking for a Customer Experience Associate to join our growing CX team in a fully remote capacity. In this role, you will serve as a frontline point of contact for Nabis’ brand and retail partners, delivering responsive, high-quality support across digital and voice channels. You will work within a structured, SaaS-supported operations environment handling inbound inquiries, order-related issues, account escalations, and cross-functional coordination — all in service of an exceptional partner experience.

Responsibilities

• Partner Support & Communication
  • 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.
• Order & Account Management
  • 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.
• Cross-Functional Coordination
  • 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  • Contribute to knowledge base maintenance by flagging outdated documentation and suggesting process improvements.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.
• Performance & Quality
  • 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.

Qualifications

• 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.

Preferred

• Experience supporting B2B accounts in distribution, wholesale, or supply chain industries.
• Familiarity with compliance-adjacent workflows (license verification, regulatory documentation, or similar).
• Background in SaaS platform support, including troubleshooting user-reported issues and escalating to technical teams.
• Experience working within a tiered support model or structured escalation framework.
• Bilingual in Spanish and English is a plus.

Benefits

• 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.