Summary
We’re seeking a Customer Experience Associate to join our growing team. This entry-level position is ideal for someone who enjoys helping people, solving problems, and building relationships with our audience across subscriptions, memberships, and events.
This role will be the front line of Skift’s customer experience — supporting users, resolving issues, and ensuring that every interaction with Skift is smooth, professional, and memorable.
Job Overview
- Job type: Full time
- Work setting: Work from home
- Location: Remote (Mexico)
- Salary: Competitive pay
- Employer: Skift
Responsibilities
- Customer Support: Manage the customer support inbox and provide timely, thoughtful responses to questions about subscriptions, billing, event access, and membership benefits.
- Technical Troubleshooting: Identify and resolve login, access, and account issues across Skift’s digital platforms.
- Billing & Payments: Track and follow up on overdue payments, assist with invoicing and renewals, and ensure accurate billing records.
- Engagement & Outreach: Call or email event attendees, new subscribers, and members to collect feedback, confirm details, and enhance their experience with Skift.
- Cross-Team Collaboration: Work closely with the subscriptions, events, and membership teams to ensure a seamless customer journey and share insights that improve retention and satisfaction.
- Documentation & Process: Maintain up-to-date customer records and contribute to improving internal support processes and resources.
Requirements
- 1–3 years of experience in a customer support or customer-facing role
- Strong written and verbal communication skills, with a professional and empathetic tone.
- Proficiency with HubSpot or comparable CRM
- Payment processor savvy (Stripe or similar)
- Comfort with phone and email outreach; confident speaking with customers and solving problems live.
- Attention to detail, follow-through, and strong organizational skills.
- Ability to evaluate information, draw conclusions and multitask
- Curiosity and enthusiasm for Skift’s mission and the travel and media industries.
- Efficient cross-team communication and project management skills
- Native-level or near-native English proficiency (written and spoken) is required due to the volume of written communication, documentation, and live collaboration in English
What We Offer
- Opportunity to grow within a respected and innovative media company.
- Exposure to the intersection of media, events, and travel intelligence.
- Collaborative, supportive, and remote-friendly work environment.
- Competitive compensation and benefits.
How We Work
Skift is a remote-first, globally distributed company. We work asynchronously, value clear communication, and rely on strong documentation and follow-through to stay aligned across time zones.
How To Apply
If this role sounds like a great fit, we’d love to hear from you. Please submit your resume and a brief cover letter through our application system. The cover letter is an opportunity to share why you’re interested in this role and how your experience aligns with our work—we value thoughtful applications.
Skift is proud to be an Equal Opportunity Employer. We are committed to building a team that reflects the diversity of travelers around the world. We welcome applicants from all backgrounds, including people of color, women, LGBTQ+ individuals, people with disabilities, and those from other underrepresented communities.