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Away // travel brand & luggage
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We are seeking a Customer Experience Associate to represent the Away brand by providing best-in-class support throughout the customer purchase journey & beyond. At Away, the customer is at the heart of everything we do. Our Customer Experience team is the bridge between the Away team & the thousands of people using our products every day. We're the voice of Away to our customers & advocates for our customers to the rest of the Away team.

As a Customer Experience Associate, you will be on the front lines with customersyou are often the first touch point that a customer has with our brand. We want to consistently deliver personalized & satisfying interactions that further customers trust in the Away brand. This role is fully remote & candidates must work virtually from the following state: Texas. This role also has a start date of mid February. 

What youll do:

  • Act as the voice of the Away brand on the front lines with customers
  • Deliver above-and-beyond customer service over all of our channelsincluding phone, email, live chat, & social platforms
  • Become an expert on our products, inspiring our customers to find the travel companions that work best for them
  • Strategize ways to improve our service, streamline our processes, & better serve our customers
  • Master our internal management system in order to efficiently & effectively manage customer relationships
  • Coordinate with CX Management to channel customer trends, pain points & feedback to all areas of the business such as operations, technology, marketing, & product teams

Who you are:

  • Have 1 year of experience working in a customer facing environment (previous experience using customer email platforms a plus!)
  • Available Monday through Friday, from 9 am to 6 pm in your time zone (with availability to shift to evening or weekend hours during our busiest time periods)
  • Clear communicator across all channels
  • Smart & organized
  • Friendly, patient & empathetic, with the ability to put yourself in the customer's shoes
  • Hard working with a no task is too small attitude
  • Never satisfied with the status quo, always thinking "how can we do this better?"
  • Passionate about transforming travel (but thats a given!)
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