Note: The job is a remote job and is open to candidates in USA. LanceSoft, Inc. is seeking a Customer Experience Specialist to support a newly launched product during its pilot phase. The role involves responding to customer inquiries, evaluating refund eligibility, and ensuring high-quality customer experience during a critical growth period.
Responsibilities
- Respond to inbound customer inquiries via email and SMS
- Evaluate refund eligibility based on defined policy and time-based criteria
- Validate order details and required data fields before processing
- Prepare and submit structured approval requests
- Track resolution status and ensure accurate case closure
- Complete required forms, documentation, and daily reporting
- Escalate high-risk edge cases, or policy-exception requests when appropriate
- Communicate clearly and professionally with customers throughout the resolution process
- Identify recurring issues and flag trends to the pod lead
Skills
- Prior customer support or similar relevant experience
- Strong written communication skills
- High attention to detail and comfort working within policy-driven frameworks
- Ability to follow structured SLA processes accurately and meet turnaround expectations
- Sound judgment in determining when to escalate
- Proficiency with Google Suite and email
- Available to work evening and weekend shifts
- You have a bachelor's degree or higher, or are currently pursuing one
- You have 1+ years of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups or related experience
- Experience working with external partners
- Ability to thrive in a fast-paced, evolving environment
Company Overview