Customer Experience Specialist
Digital nomads. Work from anywhereCompany: ABBI Global
Customer Experience Specialist: Fractional / Part-Time
Location: Remote
Position Type: Part-Time / Fractional
Position Summary
ABBI is seeking a highly organized, responsive, and relationship focused Customer Experience Specialist to help deliver an exceptional experience for our customers and Ambassador community.
This fractional role will initially focus on managing ABBI's customer and Ambassador support experience, including ownership of the customer service ticketing process, timely issue resolution, follow-up, and coordination with internal teams. This role will drive the implementation of ABBI's customer service platform, including the rollout of Zendesk, Freshdesk, or another selected ticketing solution.
As ABBI grows, this position has the opportunity to evolve into a full-time Field Experience Specialist role with expanded responsibility for Ambassador engagement, field communications, feedback, training support, and creating a consistent, high-touch experience across the ABBI field.
The ideal candidate is a problem solver, communicator, coordinator, and relationship builder who enjoys helping people, identifying opportunities for improvement, and making things work better.
Key Responsibilities
Ambassador & Customer Experience
• Serve as a primary point of contact for customer and Ambassador questions, concerns, and support needs.
• Manage incoming customer service and Ambassador tickets from receipt through resolution.
• Provide timely, professional, and personalized responses.
• Ensure customers and Ambassadors understand what to expect and receive appropriate follow-up.
• Escalate issues to the appropriate department or leadership when necessary.
Ticketing System Management
• Manage the implementation of ABBI's customer service ticketing platform, such as Zendesk, Freshdesk, or another selected system.
• Help establish ticket categories, workflows, priorities, routing, templates, and escalation procedures.
• Maintain accurate ticket records and ensure issues are properly documented.
• Monitor ticket volume, response times, resolution times, and recurring issues.
• Identify opportunities to automate or streamline repetitive support processes.
• Help develop FAQs, response templates, knowledge resources, and internal support documentation.
Field Connection & Support
• Serve as a consistent connection between the Ambassador field and ABBI's corporate teams.
• Funnel questions, concerns, ideas, and field feedback to the appropriate people and channels.
• Identify recurring questions or challenges affecting Ambassadors and recommend solutions.
• Help ensure important information reaches the field in a clear and timely manner.
• Support the development and distribution of approved Ambassador resources.
• Help create a positive, connected, and supportive Ambassador experience.
Sales & Marketing Support
• Support Sales and Marketing initiatives through project coordination and field feedback.
• Assist with distribution of approved marketing materials, communications, promotions, and resources.
• Gather feedback from Ambassadors regarding products, promotions, website experience, tools, and programs.
• Help identify customer and field insights that can improve sales and marketing initiatives.
• Support launches, campaigns, promotions, and other field initiatives as needed.
Qualifications
• 3–5+ years of experience in customer service, customer experience, field support, direct sales, account management, sales operations, or a related role.
• Experience in customer service, field support, direct sales, sales operations, account management, or a similar customer-facing role.
• Exceptional communication skills, both written and verbal.
• Highly organized with strong attention to detail and follow-through.
• Comfortable managing multiple priorities and moving issues toward resolution.
• Naturally service oriented and genuinely enjoy helping people.
• Strong problem-solving skills and good business judgment.
• Ability to work independently in a fast-paced, entrepreneurial environment.
• Comfortable working across departments and communicating with different levels of the organization.
• Experience with Zendesk, Freshdesk, Gorgias, Salesforce Service Cloud, or similar systems is preferred.
• Experience in direct sales, beauty, wellness, consumer products, or another community-driven business is a plus.
Growth Opportunity
This position is intentionally designed as a fractional role with the potential to grow into a full-time position as ABBI's customer and Ambassador community expands.
As the role evolves, responsibilities may expand into Ambassador engagement, field communications, Ambassador onboarding and support, field training coordination, recognition and incentive support, field feedback and insights, Ambassador events and initiatives, Sales and Marketing field coordination, development of Ambassador resources, and field experience strategy and process improvement.
Why Join ABBI
ABBI Global is a growing beauty and wellness company focused on creating innovative products that help people look, feel, and live better. Our mission is to combine science, innovation, and community to deliver high-quality products and meaningful opportunities that empower customers and Advocates around the world.
As an emerging brand, ABBI is building a modern, digitally driven business centered around connection, authenticity, innovation, and entrepreneurial spirit. We are passionate about developing products that support confidence and well-being while creating a culture that encourages growth, collaboration, creativity, and leadership.
This is an opportunity to join ABBI at an important stage of its development and have a direct impact on how the company builds its brand and marketing organization. Your ideas, experience, and execution will directly influence our growth, with the opportunity for the role and your responsibilities to expand as ABBI grows.