CX Specialist

Ana Luisa is a direct-to-consumer jewelry company based in Brooklyn, NY. We bring exceptional jewelry into the life of every woman. Our founders come from the world of high-fashion jewelry, where they’ve spent years designing for some of the most coveted brands. Our mission is to change the way jewelry is designed, made and enjoyed across the world. Mission: The Customer Experience Specialist supports the day-to-day execution and consistency of CX operations across D2C, Retail, Marketplace, and Wholesale channels. Reporting to the CX Manager, this role helps ensure smooth CX delivery by owning operational workflows such as returns and warranties, maintaining CX systems and documentation, and supporting agents with process guidance. This role bridges frontline execution and CX operations by combining hands-on CX work with process support and continuous improvement contributions. Key Responsibilities: Own processing of CX operational workflows, including returns, warranties, appeasements, order adjustments, and escalations Support CX execution by assisting with complex cases and operational tasks as needed Act as a resource for CX agents on policies, workflows, and resolution guidance Maintain CX helpdesk structure, including macros, tags, and contact reasons Identify gaps in CX documentation and update SOPs and internal guidance Support organization of CX knowledge resources and documentation Identify recurring friction points impacting agents or customers and recommend improvements Support CX initiatives through documentation updates, testing, and rollout support Ensure accurate ticket documentation, tagging, and resolution handling Flag operational issues or risks to the CX Manager as needed Requirements: 2-3 years Customer Experience or Customer Support experience (D2C ecommerce preferred) Experience working in a high-volume CX environment with defined SLAs Experience with CX platforms such as Gorgias, Zendesk, Kustomer, or Salesforce Strong written English with the ability to communicate clearly, professionally, and consistently Extremely strong organization and attention to detail, especially when managing operational workflows Ability to manage multiple priorities and switch between operational tasks, agent support, and documentation work Strong process discipline with the ability to follow structured workflows while identifying gaps Comfort acting as a go-to resource for agents on CX policies and workflows Ability to investigate issues independently and escalate appropriately when needed Strong ownership mindset and reliability in day-to-day execution Comfortable working in a fast-changing environment where processes continue to evolve Strong documentation habits and ability to keep internal resources accurate and usable Comfortable commuting in office 3 days and remote for 2 ( Office in Dream Plaza- Coste Del Este) Engagement type: Independent contractor; invoicing required for payment.