Job Title: Customer Experience & Success Associate
Company: Jihanki
Location: Remote
Job Type: Full-Time / Part-Time
About Jihanki
Jihanki is modernizing convenient retail by introducing smart micro markets to high-foot-traffic spaces. Using automated open-door technology, intuitive mobile access, and fresh inventory curation, we make grab-and-go food, drinks, and daily necessities effortless for everyday consumers.
Role Overview
We are looking for a proactive, client-focused Customer Experience & Success Associate to deliver exceptional support across our growing user network. In this role, you will be the primary point of contact for user inquiries, assisting customers with real-time app navigation, purchasing questions, and general feedback.
Primary Responsibilities
Frontline Client Engagement: Manage incoming digital inquiries via live chat, email, and ticketing channels with prompt, high-clarity communication.
Account & Transaction Support: Resolve user account issues, clarify billing questions, process verified refund requests, and assist with app authentication.
Incident Escalation: Document software glitches or hardware maintenance needs to ensure swift resolution by our engineering and field management operations.
User Advocacy: Capture recurring shopper feedback to inform future product stocking, inventory enhancements, and app usability updates.
Help Desk Management: Assist in building and updating public FAQ self-service articles and internal response playbooks.
Requirements
Experience: 1+ years in customer service, helpdesk, or digital support roles (e-commerce, SaaS, or retail tech background preferred).
Communication: Exceptional written English skills, active listening skills, and a professional, patient communication style.
Technical Aptitude: Familiarity with digital support desks (e.g., Zendesk, Intercom, Freshdesk) and ability to quickly navigate custom admin dashboards.
Resourcefulness: Ability to analyze situations independently, troubleshoot user problems calmly, and exercise sound judgment under minimal direct supervision.
Remote Readiness: High-speed, stable home internet, a modern computer setup, and a dedicated, distraction-free home office environment.
What We Offer
Fully remote flexibility.
Exposure to an innovative, fast-growing smart retail environment.
Collaborative team culture with opportunities for advancement.
