Customer Experience Specialist

About Archive

Join Archive in our mission to change consumer shopping behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance.

We are growing our team of highly motivated, forward-thinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands make this a significant part of their business. If this mission speaks to you, come join us as we grow our share of the booming second hand market—projected to grow 3X faster than the overall global apparel market and to hit $350 Billion globally by 2028.

About this role

As a Customer Experience Specialist at Archive, you’ll be a key part of our front line, the human connection between our customers and their experience with branded resale. You’ll resolve issues with empathy and accuracy, ensure timely responses, and help deliver the high standard of service that turns one-time buyers into loyal advocates. This is an ideal role for someone who loves customer support, thrives in fast-paced environments, and believes deeply in our mission to reshape commerce through circularity.

Responsibilities

• Respond to a high volume of customer inquiries via email and chat with Empathy and accuracy

• Resolve support issues such as order questions, returns, account problems, listing errors,

• Maintain or exceed performance targets

• Flag Ticket trends to CX leadership

• Contribute feedback on pain points and process improvements

• Stay current on all product, policy, and workflow updates via team meetings and documentation

Requirements

• 1+ year experience in Customer facing role

• Strong written communication skills and attention to detail

• Tech-savvy and quick to learn new platforms and tools

• Highly organized with strong time management in a queue-based environment

• Able to work independently and as part of a remote team

• Passion for sustainability, circular economy, and Archive’s mission

This position is classified as non-exempt and is compensated at $20–$23 per hour. The scheduled work hours vary. We have openings for the following schedules (all in EST:)

• Sunday–Thursday: 7:00 AM–4:00 PM (Friday–Saturday off)

• Friday–Tuesday: 8:00 AM–5:00 PM (Wednesday–Thursday off)

• Tuesday–Saturday: 9:00 AM–6:00 PM (Sunday–Monday off)

• Friday–Tuesday: 10:00 AM–7:00 PM (Wednesday–Thursday off)

• Sunday–Thursday: 2:00 PM–11:00 PM (Friday–Saturday off)

• Sunday–Thursday: 3:00 PM–12:00 AM (Friday–Saturday off)

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Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, and experience. In addition to base pay all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Our team of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area.

Archive is a Series B company backed by lauded investors including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We prize an inclusive and transparent culture, and remain true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the better.

We consider applicants of all backgrounds. If you are excited about what we’re building but don't meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates outside of the US at this time.