165929
Description
As a Customer Experience Associate, you will be the front line of support for our community of truck owners, contractors, and fleet managers. Your mission is to provide friendly, professional, and concise support that mirrors our brand’s commitment to reliability and convenience. You will handle everything from tracking inquiries to managing complex subscription updates.
Requirements
Proven experience supporting e-commerce brands in a ticket-based environment
Familiarity with RichPanel (preferred) or similar help desk platforms
Strong working knowledge of Shopify, including order lookups, tracking, refunds, and replacements
Experience handling high-volume customer inquiries, especially order status and shipping-related tickets
Comfortable creating, maintaining, and optimizing macros for repetitive issues
Customer Support Capabilities
Excellent written English with clear, concise, and customer-friendly tone
Strong pattern recognition, able to identify recurring issues and flag trends to the client
Confident working independently once ramped, with good judgment on when to escalate
Detail-oriented and process-driven, able to follow SOPs while adapting to real-time scenarios
Responsibilities
Manage inbound tickets across email, chat, and social channels
Handle order status inquiries, product questions, shipping delays, and replacements
Apply macros appropriately and recommend new ones as new products or issues emerge
Escalate product alerts, recurring issues, or process gaps to the Doc’s Diesel team
Support backlog reduction, particularly after weekends and peak periods
Communicate effectively with the Doc’s Diesel team via Slack
Nice to have
Vehicle maintenance or diesel maintenance knowledge (not required)
Working conditions
8 Am - 5 PM EST then after hours EST after training. From 4:30 PM EST onwards, and weekend support.
If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!
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Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.
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When you join LTVplus Your Mission will be to:
- Handle customer inquiries across email, chat, and social media like a pro.
- Be the voice of the brand, providing personalized and top-notch support.
- Collaborate with our awesome team to boost customer satisfaction and share insights.
- Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
- Adapt to different client needs – because every day is a new adventure!
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Tech Checklist – Gotta Have It!
- A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
- Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
- A quiet, cozy workspace to handle calls and chats like a pro.
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🚀 Your First 30-60-90 Days at LTVplus: What to Expect
