Digital Customer Experience Specialist

Role Overview The Digital Customer Experience Specialist drives customer satisfaction by managing Stonegoat’s primary digital communication channels, specifically email and social media platforms. In this role, they serve as the digital voice of the brand, ensuring that all customer inquiries, feedback, and support cases are resolved accurately, efficiently, and with a high standard of professional care. Also works closely with Sales, Marketing, Programs, Operations, and other relevant teams to coordinate customer-related matters, support planning, and continuously improve the overall customer experience.

Key Responsibilities

1. Digital Communication Management

• Channel Coverage: Monitor and respond to incoming customer messages across company emails and social media channels (e.g., Facebook, Instagram, Line OA…)
• Inquiry Resolution: Address customer questions regarding product details, order statuses, billing, and general policies.
• Tone Consistency: Maintain a helpful, empathetic, and professional brand voice in all written communication.

1. Case Resolution & Escalation

• Problem Solving: Investigate and resolve customer complaints, tracking issues from initial contact through to resolution.
• Data Logging: Document all customer interactions and resolutions accurately in the company’s CRM software

1. Public Brand Moderation

• Comment Monitoring: Keep track of public comments, mentions, and direct messages to address negative feedback constructively.
• Review Management: Respond to digital reviews to demonstrate active, attentive customer care to the public

1. Cross-functional Coordination

To succeed in this role, the candidate must possess strong collaborative skills to bridge the gap between front-line customer feedback and internal back-office teams.

• Partner with Sales, Marketing, Creative, Product, and Operations to sync customer feedback with business actions.
• Actively identify high-intent sales opportunities from digital channels and seamlessly hand them off to the Sales team within established timeframes.
• Campaign Alignment: Partner with Marketing and Creative teams to stay updated on active promotions, brand guidelines, and product launches, ensuring consistent messaging to customers.
• Synthesize customer feedback, recurring complaints, and digital trends into clear, actionable insights for the Product and Operations teams to drive product fixes and workflow updates.
• Actively contribute to internal knowledge bases, team documentation, and shared Slack/Teams channels to help peers handle complex issues faster.
• Internal De-escalation: Collaborate constructively with internal teams during high-pressure situations (e.g., product outages, shipping delays, or social media crises) to manage customer updates.

วันและเวลาทำงานเวลาทำงาน: 09:30–18:30วันหยุด: 2 วันต่อสัปดาห์สถานที่ปฏิบัติงานสำนักงานใหญ่: 3 วันต่อสัปดาห์ประจำสาขา: 2 วันต่อสัปดาห์ (ประมาณสาขาละ 1 วัน)

Qualifications: Experience: 2+ years in digital customer support, social media moderation, or e-commerce operations. Education: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field (or equivalent practical experience). Help Desk / CRM: Hands-on experience with customer service software like Zendesk, Salesforce, or HubSpot. Social Media Management: Proficiency with platforms like OHO Chat, Meta Business Suite, Hootsuite, or Sprout Social. Collaboration Tools: Familiarity with project tools like Asana, Slack, Airtable…for cross-functional routing. Writing Excellence: Flawless English grammar, spelling, and a knack for maintaining a polished brand voice via text. De-escalation: Proven ability to handle public negative reviews and angry direct messages calmly and professionally. Speed & Accuracy: High typing speed and multitasking skills to hit fast response times (SLAs) without losing attention to detail.