Customer Experience (CX) Representative

ABOUT IAM8BIT

Founded in 2005, iam8bit is a creative production emporium that has quietly redefined the entertainment industry, time and time again. Collaborating with a plethora of partners and narrative-busting IPs, iam8bit punctuates the importance of engaging with fans directly. By creating the video game industry's very first community events, the company injected the idea of experiential immersion into game and film marketing. iam8bit also played a crucial role in the vinyl renaissance, minting its first record in 2010, and is the industry leader in premium physical editions of top-tier games. In 2020, iam8bit evolved into financing and publishing games, with several yet-to-be-announced PC, console and tabletop games on the horizon under its iam8bit Presents imprint.

ABOUT YOU

The Customer Experience (CX) Representative will be responsible for researching and responding to all customer service related tickets, processing incoming orders, updating existing orders, directing queries, and issuing replacements and refunds. This role requires exceptional problem-solving abilities, strong communication skills, and a dedication to providing outstanding customer experiences.

Average email volume is 50-100 inquiries a day distributed among the team. The ideal candidate will quickly acquire comprehensive knowledge of our products, policies, and cross-functional workflows. Position is hybrid with 3 days in-office at our Highland Park location and 2 days remote, with flexible scheduling options.

RESPONSIBILITIES 

• Independently manage and resolve customer inquiries via Zendesk, maintaining strong response times and quality metrics
• Handle all ticket types in our universal agent model, including order status, returns, refunds, replacements, and product information
• Develop expert-level knowledge of the complete customer journey from purchase to fulfillment
• Collaborate with warehouse and shipping teams to resolve order fulfillment issues
• Identify patterns in customer issues and proactively suggest process improvements
• Contribute to knowledge base development and macro creation/maintenance
• Participate in cross-functional projects to enhance the overall customer experience
• Engage in cross-training to develop capabilities in all support channels
• Assist with QA testing of new products and customer-facing materials
• Perform other duties as assigned by the CX Manager

QUALIFICATIONS

• 1+ years of customer service experience, preferably in e-commerce or entertainment
• Demonstrated ability to work independently with minimal supervision
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication abilities
• Proficient with Google Workspace (Gmail, Docs, Sheets)
• Experience with Zendesk or similar customer service platforms preferred
• Ability to adapt to changing priorities in a fast-paced environment
• Self-motivated with strong time management skills
• Knowledge of video game culture and collectibles highly desirable
• Typing speed of 50+ WPM preferred

TECHNICAL REQUIREMENTS

• Reliable high-speed internet connection
• Comfortable with learning new software platforms and systems
• Basic understanding of inventory and order management concepts

PHYSICAL REQUIREMENTS

The successful candidate must be able to perform the essential functions of the job with or without reasonable accommodation. This may require sitting, or alternating between sitting and standing, for extended periods, keyboarding, and other physical requirements associated with similar positions.

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This is a full-time, non-exempt position with a starting hourly rate of $20.00. Hours are typically 9am-5:30pm or 9:30am-6pm PST, Monday - Friday, with the hybrid schedule requiring 3 days in-office at our Highland Park location. Occasional work outside of standard business hours may be required.

BENEFITS 

At iam8bit, we're committed to supporting our team members in both their personal and professional growth. As part of our tight-knit and dynamic team, you'll enjoy a range of benefits designed to enhance your overall well-being and foster your career development. Benefits include 401k with employer matching, medical, dental and vision insurance, education benefits, employee discount, and generous paid time off.

GROWTH OPPORTUNITIES

In our evolving CX department, high-performing representatives have clear paths for growth, potentially including:

• Specialization in specific customer touchpoints or product lines
• Advancement to future CX Operations Specialist roles
• Leadership opportunities in training and knowledge management
• Cross-departmental project participation