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Customer Experience Specialist
Career Insights for Customer Service Representative (General)
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Based on California data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$42,494 / year median in California
-9% projected decline
Job Description
Customer Experience Specialist at Magnifique Customer Experience Specialist at Magnifique in Huntington Park, California Posted in 1 day ago.
Type:
full-time Company Description Magnifique International is household appliance startup redefining modern home cooking through premium, non-toxic, and thoughtfully designed kitchen appliances. Our products combine health, convenience, and culinary performance. Role We are looking for a Customer Experience Specialist to manage day-to-day customer support while bringing more structure to our help desk operations. This role is ideal for someone who has experience with platforms like Gorgias AI, Zendesk, or similar AI-enabled support tools and understands how to improve customer service workflows. Responsibilities Manage customer inquiries, troubleshooting, returns, replacements, warranty issues, and shipping-related concerns. Ensure open tickets are properly followed through and not closed before the issue is resolved. Organize ticket assignment, tagging, escalation, prioritization, and follow-up workflows. Fine-tune AI agent guidance, knowledge base content, escalation rules, and support workflows. Identify recurring customer issues and improve internal SOPs and support documentation. Coordinate with operations, engineering, warehouse, and sales teams when needed. Analyze recurring customer feedback and product issues to engineering and ensure iterative improvements Qualifications 3+ years of experience in customer support, customer experience, or helpdesk operations. Hands-on experience with Redo, Gorgias, Gorgias AI, Zendesk, Intercom, or similar platforms. Experience managing or improving AI customer service agents, automations, macros, or knowledge bases. Strong written communication and organizational skills. Strong judgment around escalation and customer issue resolution. Experience with e-commerce or consumer products is a plus. Mandarin Chinese and English bilingual preferred.
Role Details Type:
Contract Compensation:
Discussed based on experience
Location:
Los Angeles Office Work Arrangement:
In-person preferred
Language:
Mandarin + English preferred