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CX Agent

Trade Coffee

Trade Coffee

New York, NY, USA
Posted on Wednesday, February 17, 2021

Company Overview

At Trade we’re inspiring better brewing, and we believe that starts by connecting our customers to the best craft roasters. We also enable independent roasters a new level of access to nationwide consumers through our products and systems supporting local shopping and global community. As part of the Trade team you'll collaborate with a group of caring, passionate, and high-performing people to realize our vision and to build a culture where everyone feels empowered to do their best work.


Reporting to the Customer Experience Supervisor, Customer Experience Agents represent the Trade brand and deliver extraordinary service experiences for our customers. You will have opportunities to problem solve across a wide spectrum — one moment helping a customer perfect their taste profile and the next solving a technical question about e-commerce order processing. CX Agents constantly communicate on behalf of the company and represent the voice of the customer and in our growing business. We'll count on you to build fiercely loyal customer advocates, even when things get busy or stressful.

You will...

  • Deliver personalized and effortless interactions through various channels including phone, SMS, chat, and email while meeting quality and productivity targets
  • Enthusiastically educate our customers on all things coffee — from roaster values to taste profiles to how to make a better cup of coffee at home.
  • Support and guide customers as they navigate our coffee, subscription, and equipment catalog; connect customers with the coffee experience that will meet their brewing needs.
  • Serve as a champion of the brand and help retain users through excellent communication, brand awareness and proactive issue resolution.
  • Collaborate with CX Management to convey customer feedback to other departments such as operations, marketing, design, and product teams
  • Identify customer trends in real-time and communicate them to the CX team and other relevant departments
  • Responsible for maintaining a high level of professionalism while working to establish rapport with both customers and team members.

Key Performance Measurement:

  • A score card that reflects performance on agent satisfaction, issue resolution, quality assurance scores, data accuracy & service speed. Agents should be comfortable reviewing their metrics frequently and implementing feedback to meet quality and productivity standards.
  • Schedule adherence including attendance, on-time arrival/departure, timely breaks and lunches.
  • Management observation regarding attitude, diligence, team contributions, and willingness/ability to learn new skills and information.

You are...

  • Energized by the prospect of working directly with customers on a wide range of topics.
  • An excellent verbal and written communicator.
  • Confident in your ability to maintain positive dialogue even in high-stress situations and “win back” customers where necessary.
  • Technologically proficient and a quick adopter of the unfamiliar.
  • A coffee lover who's excited to dive 10x deeper into the subject.
  • Someone with a 'can do' attitude who'll do what it takes to get the job done.
  • Learning-oriented, open to providing and accepting feedback.
  • Hard-working, with a sense of humor and belief in balance.
  • Experienced in the world of customer experience, whether in contact centers, hospitality, retail, or somewhere else.

You preferably have...

  • Prior CX Agent experience in a customer-centric e-commerce business.
  • Experience working in the coffee industry.
  • Working knowledge of SOLIDUS or similar e-commerce platform.
  • Working knowledge of Kustomer or similar customer support systems.

You'll get...

  • $500 a year to spend on amazing coffee!
  • To be in on the ground floor of a newly formed company with an experienced leadership team.
  • Opportunities to personally shape this new and innovative marketplace.