Customer Experience Representative
About Us
Luggage Forward is a well-established and fast-growing provider of luxury consumer shipping services. We’re transforming the travel experience for travelers by offering a smarter, easier alternative to carrying and checking bags. For nearly two decades, Luggage Forward has set the standard in door-to-door luggage and sports equipment delivery. By leveraging a worldwide network of shipping partners, innovative technology, and exceptional customer care, we guarantee that bags arrive safely and on time.
About the Role
We’re looking for a full-time Customer Experience Representative to join our fully remote team. This role requires a 40-hour work week with a consistent, fixed schedule. We’re seeking individuals who are dependable, punctual, and ready to maintain reliable availability during their assigned hours. In this position, representatives are expected to stay actively engaged throughout their shift — managing calls and tickets continuously, except during scheduled breaks. We are currently hiring two representatives for the following shifts (all times are EST): Monday - Wednesday, 11:30 am - 8:00 pm EST, and Saturday / Sunday, 9:30 am - 6:00 pm EST. Reps are expected to work the full duration of their scheduled shift. Schedule flexibility is not available, and unpaid time off is not permitted except under approved circumstances outlined in company policy. What You’ll Do Handle customer interactions across phones, email, chat, and case management systems, ensuring timely, accurate, and courteous responses Apply strong knowledge of company products, services, policies, and processes to resolve inquiries effectively Follow established department and team workflows, tools, and expectations to maintain consistency and high-quality service Collaborate with teammates and cross-functional partners to resolve customer issues, coordinate solutions, and share insights Proactively identify and escalate potential service gaps, process challenges, or customer pain points to leadership Contribute to team initiatives and meetings, supporting both business priorities and continuous improvement efforts Maintain accurate and complete documentation of interactions in the company’s CRM (e.g., Zendesk) and related systems About You You’re a collaborative, customer-focused professional who communicates clearly with customers, carriers, teammates, and leadership. You’re comfortable using tools like Google Workspace and Zendesk, and experience with logistics or carrier platforms is a plus. You’re organized, detail-oriented, and able to prioritize effectively across routine tasks and urgent needs. You are comfortable working independently for long stretches and managing inbound volume without constant supervision. You adapt quickly, stay open to feedback, and actively look for ways to grow. Most importantly, you thrive in a changing environment. As our team evolves and shifts its culture, you’re someone who remains steady, positive, and willing to embrace new expectations, processes, and ways of working. You support your teammates, pitch in when needed, and keep the customer experience at the center of every interaction. Success will be measured by: Consistent achievement of service metrics (e.g., response time, resolution rates, customer satisfaction) Positive contributions to team collaboration, culture, and knowledge sharing Demonstrated growth in product knowledge, process expertise, and adaptability