• Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone. • Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight). • Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution). • Develop ways to reduce or deflect the number of tickets we process. • Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting). • Provide valuable product ideas to the product team. You are the “voice of the customer.” (product idea submissions) • Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention). • Discover growth opportunities and work with teammates in Sales and Customer Success (net retention). • Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars). • Train and mentor new Customer Support Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).

• Lead user onboarding calls and training sessions, bringing new customers onto the platform with confidence and clarity • Champion the product with sceptical users during pilot rollouts, turning resistance into genuine advocacy and long-term stickiness • Track and report on user adoption and engagement, identifying accounts that need extra attention before issues escalate • Serve as the face of Tilla in the region, building genuine relationships with customers and users through in-person meetings, calls, and ongoing engagement • Represent Tilla professionally, warmly, and in a way that inspires confidence in the platform and the company • Deliver polished, clear presentations to users, and customer and internal stakeholders that communicate value and build trust • Troubleshoot and resolve technical and operational issues for users across the region, handling complex B2B scenarios independently • Collaborate closely with Customer Success and Product teams to surface recurring issues, escalate where needed, and close the loop with customers • Maintain clear reporting on user and customer issues, providing data-driven visibility into regional support performance

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Experience Representative, you will be the frontline voice of our brand, providing exceptional support to our customers primarily via phone, as well as through email channels when available. You will handle inquiries with empathy, maturity, and efficiency, ensuring every customer feels heard and valued. This role requires the ability to troubleshoot issues, process order changes, and navigate our internal systems to deliver timely resolutions. Ideal candidates are strong communicators, quick learners, and customer-focused problem solvers. This is a part-time, seasonal position with fluctuating weekly hours based on business needs. Candidates must be available for full-time (up to 40 hrs/week) support during our key seasons of August through December. Reduced hours can be expected between peak periods. - Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available. - Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions. - Process order changes, refunds, replacements, and other account adjustments using internal systems. - Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more. - Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager. - Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support. - Contribute to a positive team environment by sharing insights and feedback to improve customer experience. Qualifications - Outstanding verbal and written communication skills with a customer-first mindset - Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.) - Previous phone support experience is preferred - High empathy - Highly organized and detail-oriented - Eagerness to learn - Ability to take constructive feedback Benefits - 30-40 hours / week - Fully remote / work-from-anywhere (with a proper internet + phone connection) - 55% off Lola Blankets for friends and family - Opportunities for increased responsibilities with strong performance

• Serve as liaison between Sales and Operations, ensuring clear understanding of process requirements, timelines, and deliverables. • Support sales leadership and representatives by providing accurate information on operational capabilities, process steps, and expected service levels. • Capture and relay feedback or recurring challenges from Sales and clients to the Business Support teams for review and improvement. • Partner with Operations leaders to identify opportunities to enhance the sales-to-operations handoff experience. • Participate in or lead client-facing discussions to explain operational processes, timelines, and performance metrics. • Support client onboarding and ongoing relationship management by ensuring accurate and timely operational updates. • Build strong relationships with internal and external stakeholders through consistent communication and follow-up. • Pull, analyze, and interpret data to monitor key operational and sales performance metrics. • Build and maintain recurring reports or dashboards used in business reviews or leadership presentations. • Identify trends or gaps in data that indicate potential process inefficiencies or improvement opportunities. • Create and deliver clear, visually compelling presentations outlining operational performance, client metrics, and improvement initiatives. • Host or support business review meetings with Sales, Operations, and client stakeholders. • Collaborate with the Business Support team to communicate process feedback, enhancement requests, and recurring challenges identified through sales interactions. • Maintain up-to-date knowledge of internal processes, system changes, and service updates to ensure accurate communication with clients and Sales. • Contribute to process documentation, training, and knowledge-sharing resources.