Job Title: Customer Experience Agent
Department: Customer Experience
Reports to: CX Team Lead
Preferred Location / Time Zone: International only. Must work US Eastern Standard Time.
Job Overview
Ridge is hiring Customer Experience Agents to support our customers through the Q4 holiday peak. This is a seasonal engagement running from October through January (~3 months). You will handle high volumes of customer tickets in Richpanel, working US hours alongside our CX team. Possible to retain strong performers post-season.
Responsibilities
Respond to and resolve a high volume of customer tickets daily via email, chat and other channels in Richpanel
Answer order status, shipping and delivery questions using order tracking tools
Handle customer complaints, offer appropriate solutions within policy, and follow up to resolution
Use Ridge's internal knowledge base to build on initial training and solve unique customer questions
Log quality control issues across products, shipping and the site so the team can act on them
Escalate issues to team leads or management when needed
Document all customer interactions accurately in the ticketing system
Qualifications & Experience
Required:
Hands-on experience using a CRM ticketing platform
Previous CX experience at a direct-to-consumer (D2C) brand
At least 1 year of customer experience (in-house for a Brand or BPO) and having worked as a CX agent during Q4 2025 peak season
Available for 40 hours per week but will take lower availability. Can flex up to 48 hours the week of Black Friday / Cyber Monday
Reliable high-speed internet (speed test screenshot required with your application)
Strong written and spoken English
Nice to have:
Experience with Rich Panel (CRM) and Aftership (Returns) is a plus.
Engagement: Seasonal, 40 hours per week with the ability to flex up or down. October through January (~3 months). Possibility for longer term for those who perform exceptionally well.
Travel Requirements: None

Skills

Hands-on experience using a CRM ticketing platform, previous CX experience at a direct-to-consumer (D2C) brand, at least 1 year of customer experience in-house for a Brand or BPO having worked as a CX agent during Q4 2025 peak season, available for 40 hours per week, reliable high-speed internet, and strong written and spoken English.

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