Ecommerce Customer Experience Coordinator

JOB DESCRIPTION

Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We're a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.

The Ecommerce Customer Experience (CX) Coordinator is responsible for ensuring the seamless daily operations of the CX team by managing critical support and knowledge-based functions. Reporting into the Director, Ecommerce Customer Experience, this role is essential for maintaining workflow continuity, supporting business-benefiting projects, and ensuring a high level of customer-centric operations.

About the Job

• Knowledge Management:
  • Maintain, update, and publish content for customer-facing FAQs to ensure information is accurate and easy for customers to find.
  • Manage and publish content for the agent-facing help center, ensuring the internal team has access to the most current policies, processes, and tools.
  • Regularly audit existing knowledge base content to identify gaps and opportunities for improvement.
• Operational Support:
  • Assist with backend corporate queue workflows, ensuring inquiries are handled efficiently and in a timely manner.
  • Draft and publish internal announcements to keep the customer service team informed of critical updates, policy changes, and system outages.
  • Collaborate with other departments to resolve complex customer issues, acting as a liaison between the CX team and other business units.
• Training & Development:
  • Support the development and revamp of agent training materials, including creating and updating presentations, scripts, and internal guides.
  • Assist in the onboarding of new customer service representatives by providing guidance on company processes and tools.
  • Gather feedback from the CX team to identify training needs and areas for process improvement.
• Team and Project Support:
  • Provide essential support for day-to-day team tasks, ensuring operational continuity.
  • Assist in special projects and initiatives to improve the overall customer experience.
  • Collaborate with team members and supervisors to identify process inefficiencies and propose solutions

About You

• Bachelor's degree or equivalent professional experience.
• Approximately 5 years of professional experience within an ecommerce, customer service, or operations role.
• A genuine passion for helping customers and a knack for problem-solving

This position is remote - USA. Note, time in office can vary depending on business needs.

The expected starting salary range for this role is $51,400 - $68,500 per year. We may ultimately pay more or less than the posted range based on the location of the role. The amount a particular employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and business needs.

Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, 401(k) matching, paid leave, health insurance, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request. Read more about our benefits here.

LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.

#LI-Remote

EOE M/F/Disability/Vets

LOCATION

FULL TIME/PART TIME

FILL DATE

Current LS&Co Employees, apply via your Workday account.