Member Experience Specialist

About Us Wild Alaskan Company ’s mission is to accelerate humanity’s transition to sustainable food systems by fostering meaningful, interconnected relationships between human beings, wild seafood and the planet. We deliver wild-caught, sustainable seafood to households across the United States. Powered by our custom-built eCommerce platform and three generations of history and expertise in the Alaskan fishing industry, we constantly strive to meet our promise of a top-notch product and experience. And we do it all in a fully-remote environment that is fast-paced, challenging, and fun. About the Role You are the face of Wild Alaskan when it comes to interacting with our members and potential members. As a digital fishmonger, our company relies on you to embody our values and to share our mission with our members. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different. Core Responsibilities Respond to inbound inquiries from members and future members across multiple channels including live chat, email and phone. Maintain a high-satisfaction rate from members and keep our first response time below one minute on chat and one hour across all other channels, all while building member loyalty. Assist members with inquiries concerning order issues, cooking and recipes, account management and more, all while building relationships. Communicate with empathy and always put the member first in all email, live chat and phone interactions. Report on member behavior and bugs, and generate content derived from anecdotes and analytics. Represent the company’s values and mission in each interaction. Participate in continuous improvement weekly meetings, as well as daily stand-ups to go over open conversations, learnings from yesterday and goals for