Customer Experience Specialist

Customer Experience Specialist

Arrae is seeking a customer-obsessed, detail-oriented Customer Experience Specialist to be the voice of Arrae for our customers. This role sits at the intersection of brand, operations, and retention. You will report directly to the Head of Customer Experience and play an active role in delivering a seamless, on-brand experience from first purchase through repeat order.

Core Responsibilities

• Handle incoming customer inquiries across email, chat, and other high-traffic channels with efficiency and brand-aligned communication.
• Provide accurate, knowledgeable support across our product line, from formula questions to routine recommendations to general brand information.
• Handle order cancellation requests with speed and care.
• Resolve customer concerns, both product-related and logistical, with professionalism and a solutions-first mindset.
• Manage subscription touchpoints including cancellations, pauses, and failed payments with empathy and a retention-aware approach.
• Update customer accounts and maintain accurate records across all platforms.
• Collaborate cross-functionally with operations, retention, and ecommerce teams to resolve complex issues and flag recurring patterns.
• Adhere to company policies and escalation protocols while using good judgment in gray-area situations.

Required Skills & Experience

• 2+ years of experience in a customer-facing role, preferably in wellness, supplements, beauty, or a DTC brand.
• Excellent written communication skills with the ability to match brand voice across all channels.
• Strong problem-solving instincts and the ability to make sound decisions independently.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Proficiency with CRM and helpdesk tools, Gorgias experience strongly preferred.
• Familiarity with ecommerce and subscription platforms such as Shopify, Recharge, and ShipBob.
• Customer-focused mindset with a genuine passion for delivering exceptional service.

Preferred Skills & Experience

• Experience supporting a subscription-based brand and familiarity with subscriber lifecycle touchpoints.
• Exposure to post-purchase platforms such as Route or Loop.
• Comfort working with Klaviyo or similar email platforms for customer lookup and context.
• Experience working within a defined macro and tagging system inside a helpdesk tool.

Who You Are

• Warm but efficient. You genuinely care about every customer and also know how to move through volume without sacrificing quality.
• A brand steward. You understand that every message you send represents Arrae, and you hold yourself to that standard.
• Solutions-oriented. You don't just close tickets, you look for the root cause and flag it.
• Adaptable. No two days look the same and you're energized by that, not stressed by it.
• A team player. You collaborate openly, communicate proactively, and make the people around you better.
• Subscription-savvy. You understand the nuance of communicating with a subscriber versus a one-time customer and adjust accordingly.
• You welcome constructive feedback and turn it into action.
• You take a proactive approach, staying ahead of customer needs rather than just responding to them.

Compensation

The anticipated annual base salary for this position is $55,000 - $70,000. We offer competitive compensation based on factors like experience and qualifications, which may result in a salary above or below the listed range.

How to Apply

Interested candidates should submit their resume and a brief cover letter outlining their relevant experience and why they would be a valuable addition to our team. Please send your application to careers@arrae.com with “Customer Experience Specialist" in the subject line. ARRAE, Inc. is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Key skills/competency

Customer Service, Customer Support, Brand Communication, Problem Solving, CRM, Helpdesk Software, E-commerce, Subscription Management, Retention Strategies, Communication Skills