Customer Experience Associate

Description:

We are Tailor Brands, a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine, which creates a personalized plan for every new business and simplifies the entire journey — from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey.

About the Role

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. We’re looking for a Customer Experience Associate who lives and breathes CX - you’ll be the point of contact for our customers across multiple channels, and the quality of every interaction you deliver will directly shape how customers feel about Tailor Brands.

In this role, you will:

• Provide multi-channel support (tickets, chat, phone), ensuring every interaction is empathetic, professional, and solution-driven.
• Become an expert in Tailor Brands’ products and proactively help customers unlock their full value.
• Champion the customer voice internally—sharing insights and feedback that turn into actionable changes to influence our product, training, and processes.
• Identify knowledge gaps, simplify flows, and suggest improvements that elevate the overall experience.
• Collaborate with teammates and cross-functional partners to drive a seamless, customer-first journey.

• 1+ years in a Customer Support/ Customer Experience / Account Management role in a fast paced environment.
• Passion for customer experience—you thrive on creating positive outcomes and meaningful interactions.
• Tech-savvy and adaptable, quick to learn new systems and features.
• Strong critical thinking, problem-solving, and ownership mindset.
• Native-level English with excellent communication skills, both written and spoken.
• This role currently requires working during U.S. business hours 2-3 a week (currently 14:00–23:00).