CX Specialist
MisenCX Specialist
About Misen
At Misen, we’re on a mission to make cooking more enjoyable, accessible, and rewarding for everyone. We create thoughtfully designed kitchen tools, from knives to cookware, that combine premium quality with honest pricing. As we grow, we’re building the next generation of customer experience experts to better serve our passionate community of home cooks and chefs.
About the Role
We’re looking for a CX Specialist to join our customer experience function. This is not a tech CSM role - we're looking for someone who has direct customer service experience in e-commerce space. All other applicants will not be considered.
This is a pivotal role that will affect the entire customer service ecosystem, from day-to-day support operations to long-term engagement strategy. You’ll join a high-performing team and be responsible for supporting the processes to scale our customer support and engagement experience.
Our behavior demonstrates our customer focus:
We listen to our customers and iterate products based on their feedback, in some cases less than 30 days after launch
We maintain 7 day messaging coverage despite our small team. Customers who speak with our CS team in fact spend 20% more!
We reply to every comment on social media sponsored or not.
The ideal candidate is an individual contributor who thrives in fast-paced eCommerce environments, is deeply analytical, and passionate about providing the best customer experience.
What You’ll Accomplish in Your First 30 - 60 Days
Reduce response times during peak and weekend hours from 24+ hours to 12 hours or less.
Improve wait times for returns, warranty, and loyalty requests from ~72 hours to under 24 hours (clearing queues daily).
Work with the CX team on tracking, quantifying, and communicating customer complaints, feedback, and product defects to help Misen make data-driven, customer- centric decisions.
Maintain an average resolution time of two hours or less.
Leverage automation and self-service tools to achieve key KPIs and deliver best-in-class service.
Your Day-to-Day Responsibilities
Handle all inbound customer interactions via email, chat, phone, and social media.
Proactively engage with customers and potential brand ambassadors across all channels.
Identify and report product issues, patterns, and insights that impact the customer experience — if you see something, say something.
Complete order management tasks within Shopify and ensure seamless communication across systems like Gorgias and Loop.
Collaborate cross-functionally with Product, Operations, and Supply Chain teams to support customers and internal processes.
Maintain a customer-first mindset in every interaction — because we’re not just solving problems, we’re building relationships.
What You Bring to the Table
2+ years of customer service or customer success experience (e-commerce, DTC a must).
Experience with Shopify, Gorgias, and Loop is a must.
Deep brand awareness — you know what makes a brand great, and you love helping others feel that way too.
Chameleon-like communication skills: whether over chat or in a cross-departmental email, you tailor your tone to fit the audience.
A knack for zooming in and out — you can handle a customer issue quickly while also recognizing patterns that point to larger improvements.
Passion for cooking, food, or great design — or all three.
You’ll Fit Right In If You…
Thrive in a fast-paced environment where things move quickly and curiosity drives decisions.
Are a self-starter who doesn’t wait for permission to improve a process or solve a problem.
Are comfortable taking smart risks — and owning both your wins and lessons.
Love being part of a small, agile team that values transparency, humor, and genuine collaboration.
Why Misen
At Misen, your authority will always exceed your responsibility. We trust you to take initiative, make intelligent decisions, and continuously raise the bar for our customers and each other. We don’t create comfort zones, we create growth.
This is a full-time role and may include weekend coverage.
Benefits
Competitive compensation + performance bonus
Full medical, dental, and vision insurance
Unlimited PTO and flexible working hours
Remote-first team
The Hiring Process
Short CS situational exercise (30 minutes)
30-minute interview + review of exercise with the Hiring Manager
30-minute interview with the senior CS manager