Customer Experience Representative/Operations Representative

hace 2 semanas

Mexico City Pool Day A tiempo completo

Company Background
Pool Day was born in the summer of 2023 with one clear mission: to empower pool and hot tub owners to take control of their own water care.
The existing options for pool and hot tub maintenance are overpriced, confusing, and time-consuming. Legacy chemical brands rely on outdated products and unclear instructions. Brick-and-mortar stores push in-person water testing and complicated multi-step routines. Pool service providers are often expensive and unreliable. The reality is simple — pool chemistry isn't so complicated that customers can't manage it themselves.
Pool Day is changing that. We are a direct-to-consumer eCommerce brand making pool and hot tub care intuitive, effective, and enjoyable. Our premium products are paired with best-in-class customer support and educational content designed to help customers succeed at scale.
We're a startup disrupting a massive, long-overdue market. Over 15 million Americans own a pool or hot tub, spending billions annually on maintenance and routine care. As we grow, our focus is on scaling our most-loved products while delivering excellent customer experiences that drive retention and repeat purchases.

The Role We're looking for a Customer Service Experience Representative to support Pool Day customers across phone and email channels. Maintain accurate records using call notes, tags, and internal tools to support efficient workflows.
Meet daily performance expectations for response time, resolution rate, and customer satisfaction (CSAT) .
1+ year of experience in customer service, eCommerce, DTC, or call center support.
~ Excellent spoken and written English communication skills .
~ Experience supporting U.Familiarity with Slack and Notion .
Previous experience working with Shopify-based DTC brands .
Understanding of the post-purchase customer lifecycle (tracking → delivery → retention).
Hands-on experience with customer support and fulfillment tools , including:
Gorgias or similar platforms (Zendesk, Help Scout)
Shopify (refunds, returns, order edits, internal notes)
ShipHero (fulfillment tracking, warehouse status, shipping updates)

Be part of a collaborative, supportive team that values great customer experiences.
Help shape how customers interact with a growing DTC brand.
Opportunity to grow with the company as we scale.

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