Customer Experience Coordinator
2 days ago
New York
Position Type: Full-time hourly – 32 hours per week over 4 days Compensation: $20–$23 per hour (DOE), equivalent to approximately $37k–$42k annually based on a 32-hour workweek Location: Queens, NYC (in-person office) A note on the role: We are looking for a dedicated and ambitious individual to join us in this full-time position to grow within our team. We are excited to invest in someone eager to grow with us long-term. IS YOUR SUPERPOWER WARMTH, SHARP JUDGMENT, AND GRACE UNDER PRESSURE? At Senbird Tea, every customer interaction is an opportunity — to share care, to build trust, and to reflect the excellence behind every cup of Japanese tea we send out into the world. We're not just looking for someone to answer messages. We're searching for a key member of our community: someone whose genuine warmth makes people feel at ease and whose calm, clear-headed judgment shines brightest when things get hard. This role is at the heart of our customer relationships and the processes that power them. You'll respond with empathy and attentiveness across DTC and wholesale channels, turn routine exchanges into meaningful moments, and navigate conflicts — frustrated customers, disputed orders, wholesale tensions — with the kind of composed confidence that protects Senbird while leaving the other person feeling genuinely heard. You build the internal guides, SOPs, and customer-facing resources that help us deliver consistently excellent experiences as we grow. You're the type of person whose presence steadies a room — whether you're de-escalating a difficult call with patience and clarity, brightening the office with your warm energy, or documenting a better way to handle a recurring issue so the whole team benefits. Kindness is your default. But when the situation calls for it, you know exactly where the line is — and you hold it. ABOUT SENBIRD Senbird Tea is an Asian American family-owned Japanese tea company dedicated to bringing you the finest teas from family farms in Japan. Rooted in wellness, sustainability, and quality, our curated collection of teas, premium gift sets, and handcrafted teaware has been recognized by Forbes, Food & Wine, BuzzFeed, and Sustainable Jungle. With over 15,000+ five-star reviews on Amazon, we take pride in delivering an exceptional tea experience that nurtures a healthy mind, body, and spirit. Join us in celebrating the rich traditions of Japanese tea—one cup at a time. WHO WE'RE LOOKING FOR We are seeking a warm, thoughtful rising star who embodies our values of collaboration, execution, and growth. As Senbird grows, we need someone who can translate day-to-day experience into lasting systems. You'll know you're the right person for this role if: • You naturally bring warmth and kindness to every interaction — anticipating needs, responding with empathy, and making customers and teammates feel genuinely cared for., • You communicate with clarity and sincerity across phone, email, and chat — your tone conveys patience, understanding, and positivity., • You handle conflict with calm confidence. Whether it's an upset customer, a wholesale dispute, or internal friction, you de-escalate with empathy, find fair resolutions, and hold firm on boundaries that protect Senbird's policies and reputation while also satisfying everyone involved., • You're detail-oriented and process-driven — you see patterns in customer interactions and instinctively want to document, systematize, and improve how things are done, whether that's an internal SOP or a customer-facing guide., • You thrive in people-centered work and find fulfillment in creating moments of connection and contributing to a welcoming, supportive office culture., • You're proactive, organized, and eager to grow — excited to learn our products deeply, build the systems behind a scaling business, and take on bigger responsibilities over time. WHAT YOU'LL DO As a Customer Experience Coordinator, your work will center on three core pillars: Customer Care & Community • Be the warm first point of contact for DTC and B2B/wholesale customers across phone, email, live chat, and review platforms — responding with empathy, clarity, and personalized care., • Resolve customer order issues with good judgment and ownership — managing returns, exchanges, shipping issues, and order discrepancies from start to finish, keeping customers informed and satisfied throughout., • Serve as a knowledgeable guide for our products — making thoughtful tea recommendations, answering brewing questions, and helping customers find the right teas, gift sets, and teaware with genuine confidence and enthusiasm., • Navigate escalations and conflicts with composure. When situations get tense — a frustrated customer, a disputed order, a chargeback, or a wholesale disagreement — lead with empathy while holding firm on what's right for Senbird. Difficult conversations handled well build more loyalty than smooth ones ever will., • Manage support tickets with care, follow up proactively, and surface recurring patterns and customer insights to help the team continuously improve., • Support wholesale inquiries (pricing, availability, custom orders) with the same attentiveness and coordinate smoothly with ops/fulfillment., • Create and maintain internal SOPs and playbooks for customer response workflows, order management, returns/exchanges, escalation procedures, and wholesale communication., • Develop customer-facing guides and resources (e.g., brewing guides, shipping/returns FAQs, wholesale onboarding documents, gift set care instructions) that reduce support volume and elevate the customer experience., • Identify recurring customer questions, pain points, and process gaps — then proactively build documentation or recommend process improvements to address them., • Maintain and organize our internal knowledge base so the team has clear, up-to-date references for every common scenario., • Handle light office admin tasks with warmth and reliability: greeting visitors, receiving mail and packages, handling occasional deliveries, taking out trash, restocking and ordering supplies, and keeping the office welcoming, clean, and organized., • Collaborate cross-functionally and bring positive energy to weekly team meetings. YOUR QUALIFICATIONS • 2+ years of experience in customer service, customer experience, support, or related roles (e-commerce/retail/food & beverage preferred)., • Excellent verbal and written communication skills; especially comfortable and warm on the phone., • Demonstrated conflict resolution and de-escalation skills — you can hold your ground professionally, advocate for fair outcomes, and turn difficult conversations into trust-building moments without over-promising or compromising company policy., • Strong writing and documentation skills — you can create clear, well-organized guides, SOPs, and resources that are easy for both teammates and customers to follow., • Detail-oriented and process-minded: you notice inefficiencies, see patterns, and naturally want to systematize and improve workflows., • Experience handling both DTC and B2B/wholesale inquiries is a plus., • Proficiency with tools like Shopify, Helpdesk/CRM (e.g., Gorgias, Zendesk, Tidio), Google Workspace, or similar; quick to learn new platforms., • Experience with documentation or knowledge base tools (e.g., Notion, Scribe, Google Docs) is a plus., • Comfortable with light office tasks (up to 25 lbs)., • A genuine passion for Japanese tea and a commitment to becoming a true product expert — you'll know our full line well enough to make confident recommendations and educate both DTC customers and wholesale buyers. ADDITIONAL DETAILS • Schedule: Monday to Thursday, 9am-5pm (32 hours/week), • Our interview process typically includes 2-3 steps, including a brief assessment, all designed to ensure we're the right fit for you and you're the right fit for us. We look forward to connecting with you! WHAT WE OFFER • 4-Day Work Week (32 hours over 4 days): We love our 4-day schedule because it drives focused productivity during the week and gives everyone a more open, relaxed weekend to recharge. Weekend work happens only when truly necessary, supporting real work-life balance for the team., • Paid Time Off & Sick Leave: So you can rest, recharge, or handle life when needed., • Health Insurance: Access to health insurance coverage (available upon request and eligibility) to help you stay well and secure., • Monthly Tea Allowance & Generous Employee Discount: A monthly allowance to enjoy our teas at home (becoming a true product expert) plus a significant discount on all teas and teaware., • Team Events & Connection: Regular team gatherings to celebrate wins, build relationships, and keep our small crew feeling supported., • Career Development & Growth: Direct mentorship from the founders, hands-on learning, and a clear path to grow into bigger responsibilities as Senbird scales., • Direct Impact in a Small Team: A real voice in decisions and the chance to see your work shape customer experiences and sales. TEAM, CULTURE, VALUES Senbird has been rooted in Queens, NYC since 2018. We're a small, hands-on team of self-starters who care deeply about the quality of what we make and the experience we deliver. We value people who are dependable, proactive, and collaborative — who take ownership without being asked and communicate clearly when something's off. We work hard, but sustainably, because we're building something meant to last. Senbird Tea is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.