Job Details

About Trade

Trade is changing the way people discover and enjoy specialty coffee at home. We've built the country's largest marketplace of independent roasters, combining deep coffee expertise with smart personalization to help hundreds of thousands of customers find coffees they love. Our platform connects people to 500+ coffees from 55+ of America's best roasters, and every bag is roasted fresh to order and shipped straight to their door. By making discovery easy and fun, we're opening up specialty coffee to more people while helping small, independent roasters grow and thrive.

The Role

We're hiring seasonal Customer Experience Associates on a contract basis to support our team and customers from November through January, our busiest time of year. This is a remote role at 24–32 hours per week, working U.S. Eastern business hours (9am–5pm ET).

Our CX Team is the voice of Trade. You'll help customers by phone, email, and SMS, connecting at-home brewers with the specialty roasters we partner with. One moment you might be helping someone find a coffee that fits their taste, and the next you'll be sorting out a subscription or delivery issue. Our AI support agent handles many routine questions, so the conversations that reach you tend to be the ones that need a person's judgment, care, and creativity. We're counting on your problem-solving, attention to detail, and empathy to turn customers into loyal Trade fans.

You will…

• Handle inbound phone calls and respond to customers over email and SMS with personal, high-quality support
• Resolve order, subscription, shipping, and account issues quickly and accurately, especially during peak holiday volume
• Pick up conversations our AI support agent escalates, review what's already happened, and resolve them
• Teach customers about coffee, from fine-tuning their taste profile to brewing a better cup at home
• Help customers find their way around our coffee, subscription, gift, and equipment offerings
• Flag cases where the AI agent got something wrong or should have handed off sooner, to help us improve
• Spot recurring issues and trends as they happen and flag them to CX leadership
• Pass customer feedback to the team to share with Operations, Marketing, and Product

You are…

• Experienced with or passionate about specialty coffee (roasting, processing, brewing, tasting) — you'll be sharing insight and advice on coffee directly with our customers
• Energized by talking with customers, whether on the phone or in writing
• A clear, warm communicator who stays calm and positive in high-pressure moments
• Comfortable switching between channels and juggling several conversations at once
• Able to work independently and stay organized in a remote setting
• Quick to learn new tools, and open to giving and receiving feedback
• Comfortable working alongside AI tools, and curious about how they can make support better
• Available 24–32 hours per week, through the busy holiday season

Bonus points if you have…

• Phone support experience
• Experience in or passion for specialty coffee (roasting, processing, brewing, tasting)
• Familiarity with Shopify or another e-commerce platform
• Experience with Gorgias or similar support tools
• Experience working with AI-assisted support tools

Compensation

$28/hour

Please beware of job scams: Trade Coffee will never ask candidates for payment or financial information, and all official communication comes from @tradecoffeeco.com addresses. Legitimate open roles will be posted on our careers page or LinkedIn profile.