Customer Experience Associate

Location: Ann Arbor, MI

Position Overview

The Customer Experience Associate supports the Customer Service Manager in all aspects of State & Liberty’s customer experience. This role leverages customer interactions as both a service and revenue-generating channel, handling VIP inquiries, custom order logistics, follow-ups, and customer retention initiatives.

Day-to-day responsibilities primarily focus on email-based customer service, customer outreach, and coordination with warehouse operations. This role works closely with the Customer Service Manager and supports the company at large.

The ideal candidate is highly motivated and thrives in a fast-paced environment. This is an exciting and rewarding early-career opportunity within a rapidly growing startup, with room for advancement.

Work Location: This role is based in Ann Arbor, Michigan. There will be significant time spent at our Ann Arbor headquarters, with limited remote work opportunities.

Responsibilities

Manage a high volume of inbound customer service emails
Respond to customer inquiries in a timely and professional manner
Partner with the Customer Service Manager to deliver a customer-first experience
Provide guidance and support to customers using company products and services
Follow established customer service procedures, policies, and standards
Investigate and resolve complex or long-standing customer issues
Assist with ambassador program management and ambassador check-ins
Continuously learn and stay current on products, services, and updates
Communicate with leadership to support execution of company goals and mission

Special Demands: This position requires a flexible work schedule, including limited off-hours or weekend work.

Traits

Fast and accurate typing skills with strong email proficiency
Detail-oriented and organized
Independent and systematic thinker
Adaptable and comfortable with change
Quick learner with a strong work ethic
Proactive and self-motivated
Early-career professional

Job Benefits

Competitive salary
Bonus potential
Opportunity to join an early-stage, people-centric, fast-growing startup

Job Type: Full-time

Contact Us: Email your resume and cover letter to support@stateandliberty.com