Customer Experience Associate

About the role

We are seeking a Customer Experience Associate to join our partner’s team in Switzerland. Working remotely, you will be the primary point of contact for customers, helping them with subscriptions, memberships, billing and event‑related queries while delivering a smooth and positive experience.

Key responsibilities

• Respond to customer inquiries via email and other channels, providing timely assistance on subscriptions, memberships, billing and events.
• Troubleshoot account access, login and platform issues, guiding users toward effective solutions.
• Support billing operations, including invoice handling, renewals, payment follow‑ups and record maintenance.
• Conduct proactive outreach to gather feedback and enhance the overall customer journey.
• Collaborate with internal teams to share insights, improve retention initiatives and refine support processes.
• Document interactions and contribute to the continuous improvement of support resources and workflows.

Required profile

• 1‑2 years of experience in customer support, success, account management or a similar customer‑facing role.
• Excellent written and verbal communication skills with an empathetic, solution‑focused approach.
• Strong attention to detail, organization and ability to manage multiple requests simultaneously.
• Self‑motivated and able to work independently in a remote environment while collaborating effectively with distributed teams.

Required skills