Pearl West

• Evaluate customer interactions across email, chat, and voice channels • Conduct quality evaluations and provide actionable coaching • Identify performance trends and recommend process improvements • Prepare regular QA reports • Collaborate with Customer Experience leadership

• Respond promptly to customer inquiries via Freshdesk (email and chat). • Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence. • Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls). • Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries. • Maintain accurate and complete customer interaction records. • Identify recurring issues and suggest improvements to processes or templates. • Meet or exceed performance targets for response time, resolution rate, and customer satisfaction. • Perform other customer experience–related tasks as assigned.

• Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day) • Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls) • Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries • Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues • Maintain accurate and complete customer interaction records • Identify recurring issues and suggest improvements to processes or templates • Meet or exceed performance targets for response time, resolution rate, and customer satisfaction • Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)

• Design and deploy end-to-end automation workflows using n8n, Make, and Google Apps Script • Connect APIs, CRMs, eComm platforms, spreadsheets, and internal tools to centralize and streamline business processes • Troubleshoot broken workflows and improve system reliability and scalability • Collaborate with marketing, CS, finance, and operations teams to identify bottlenecks and build automation solutions • Document all automation flows, logic paths, and key processes • Maintain a repository of reusable scripts and modules for future use • Train team members on how to use or trigger specific automations when necessary

• Monitor all open orders across fulfillment channels in real time, with a focus on tracking movement, carrier handoffs, and delivery confirmation. • Proactively identify stalled orders (no tracking movement for 48+ hours) before they generate CS tickets or customer complaints. • Flag fulfillment patterns — bulk carrier failures, pick-up delays, wrong items shipped — to Supply Chain leadership and CS within defined SLAs. • Serve as the primary point of contact between 3PL vendors and internal teams for all post-dispatch, pre-delivery order issues. • Own the escalation process when fulfillment failures are identified: document the issue, quantify the impact (order count, date range, failure type), and route to the right stakeholder with urgency. • Provide CS with accurate, timely status updates on affected orders so agents can confidently respond to customers still waiting. • Maintain a log of escalations and resolutions to support pattern recognition and process improvement. • Track 3PL performance against defined SLAs and flag recurring failures (pick-up delays, scan gaps, misroutes) to Supply Chain leadership. • Lead chargeback recovery efforts with 3PL partners for fulfillment failures within your scope, documenting affected orders and coordinating with Supply Chain for formal claims. • Support OMS monitoring and translate data into actionable insight for leadership.

• Own Creator Acquisition Strategy for TikTok Shops: Build a high-performing network of creators who can drive revenue on TikTok Shops, including affiliates, influencers, and UGC talent. • Grow TAP & Creator Agency Partnerships: Identify and develop deep relationships with TAPs (TikTok Agency Partners) and third-party creator agencies. Expand these partnerships into scalable deal flow, consistent performance, and content output. • Put Top Creators on Retainer & Commission Models: Secure creators on monthly retainers, hybrid commission models, or CPA arrangements. Build loyalty and ensure consistent product promotion. • Sourcing & Recruitment: Leverage internal tools, creator marketplaces, agency networks, and social media to recruit net-new creators weekly. Build and manage a structured creator pipeline with performance tracking. • Campaign Execution & Briefing: Manage full-funnel execution from content brief development to creator onboarding, delivery timelines, and product fulfillment. • Community Building & Retention: Create and nurture an engaged creator community through Slack, Discord, or private groups. Offer training, perks, and feedback loops to drive motivation and retention. • Performance Tracking & Optimization: Analyze individual creator performance (CTR, CPA, ROAS), deliver feedback, and adjust strategy. Focus on scalable wins and rapidly eliminate underperformers. • Cross-Functional Alignment: Work closely with growth, creative, and media teams to plug top-performing content into paid campaigns, whitelisting, and top-of-funnel strategy

• Conduct deep product research to identify compelling USPs and unique mechanisms • Write landing pages, ads, and email campaigns that convert across eCommerce platforms • Use AI tools like Claude AI and ChatGPT to improve speed and efficiency without compromising quality • Analyze performance data and A/B test different messaging angles • Collaborate with design and marketing to ensure aligned visuals and copy • Deliver polished, research-backed copy assets on time and optimized for impact

• Identify up-and-coming creators across YouTube, Instagram, and TikTok—especially in fitness, wellness, health, and performance niches. • Build curated lists of high-potential creators per week who align with our brand aesthetics, values, and customer psychographics. • Analyze creator engagement, audience quality, content style, and growth velocity to determine breakout potential. • Collaborate with internal teams to align creator selections with product launches, brand campaigns, and category goals. • Source relevant creator contact details and support outreach or intros to facilitate partnerships. • Stay on top of platform trends, subcultures, and emerging content formats.

• Monitor daily listing performance across multiple brands (sessions, CVR, revenue) • Identify revenue leaks (drops in ranking, suppressed listings, lost Buy Box) • Take immediate action to recover and scale underperforming ASINs • Execute Pearl West’s internal listing optimization framework (COSMOS & RUFUS compliant) • Optimize titles, bullets, descriptions, and A+ content for both SEO and conversion • Ensure all listings align with brand positioning and premium product standards • Continuously improve listings based on performance data and customer feedback • Run structured A/B tests on images using Amazon Experiments or external tools • Track and analyze key metrics: CVR, sessions, revenue, keyword ranking

• Develop end-to-end retention and lifecycle strategies across email, SMS, and on-site experiences — from first purchase through subscription, churn, and winback • Build and optimize high-impact flows in Klaviyo: onboarding, education, replenishment, subscription reminders, dunning, winback, review/UGC, and cross-sell • Drive subscription retention across our Loop + Shopify stack — running experiments to reduce both voluntary and involuntary churn • Design, test, and iterate cancel-diversion experiences focused on pet outcomes and long-term value — pause offers, plan adjustments, education — not just discounting • Partner with CX to build retention-focused scripts, macros, and playbooks so every support conversation protects LTV while doing right by the pet parent • Own retention reporting: cohort retention, LTV, rebill rate, churn rate, and subscription health dashboards — and use data to prioritize what to test next • Run structured A/B tests on offers, messaging, timing, and channel mix; synthesize learnings into clear, repeatable playbooks • Collaborate with Acquisition, Product, and CX to improve the full customer journey — from ad promise through to unboxing, education, and long-term engagement • Use surveys, reviews, and qualitative feedback to understand why customers stay, downgrade, or cancel — and translate that into lifecycle strategy and product feedback