Customer Experience Agent

About MTC Global
At MTC Global, we are redefining how brands scale by strategically partnering with manufacturers worldwide to unlock new opportunities. We believe that the future of business lies in deep collaboration, innovation, and a relentless pursuit of excellence.

Our mission is simple: Build the world's most agile, disruptive, and scalable brand-building ecosystem.

Joining MTC means becoming part of a company that challenges the norm and leads with vision. You’ll be part of a dynamic and entrepreneurial environment where creativity, strategic thinking, and operational excellence converge. Whether it's pioneering new business models, unlocking new markets, or building brands that dominate their categories, your contributions will directly shape the future of global commerce.
If you're looking for a place where ambition meets execution and where bold ideas translate into real-world impact, you've found it.

Our Core Values
- Be Kind – We create a supportive space for growth and innovation, where everyone’s contributions matter.
- Be Agile – We thrive on change, embracing it as an opportunity to evolve.
- Be Open – Transparency and diversity of thought drive our best decisions.
- Be Disruptive – We challenge the ordinary, aiming for breakthroughs rather than just meeting expectations.
- Be Empathetic – We take the time to understand others’ needs, building with their futures in mind.
- Be Responsible – We own our actions and their impact.
- Be Better Than Yesterday – We commit to continuous improvement in everything we do.

Why You’ll Love It Here
At MTC Global, you’ll be part of a dynamic and collaborative team where your contributions directly shape the customer experience and drive business growth. We offer a fast-paced environment that values innovation, problem-solving, and continuous learning, providing opportunities for career development and leadership growth. With the flexibility to work remotely, you’ll have the support, resources, and autonomy needed to succeed. If you’re looking for a role where you can make a real impact while being part of an industry-leading team, MTC Global is the place for you.

About the Role
In this role, you will be at the forefront of MTC Global’s customer experience, ensuring that every interaction strengthens our brand reputation and enhances customer satisfaction. By providing personalized and expert support across multiple channels—including phone, email, live chat, and social media—you will play a key role in fostering customer loyalty and driving business growth.
Your ability to problem-solve, communicate effectively, and adapt to changing needs will be essential in delivering seamless support while identifying opportunities for improvement. If you thrive in a dynamic, fast-paced environment and are passionate about delivering exceptional customer experiences, this role is for you.

What You’ll Be Doing
- Providing personalized and expert customer support and customer engagement on all public channels including phone support, email, live chat, and social media.
- Managing large amounts of email, live chat, and phone inquiries including: order cancellations, shipment updates, returns, exchanges and customer complaints.
- Developing an in-depth understanding of our product lines to offer informed and insightful assistance to customers.
- Investigating and resolving customer issues of all types including: defects, sizing concerns, material inquiries.
- Collecting and analyzing customer feedback related to our products, identifying trends and opportunities for improvement.
- Providing feedback on the efficiency of the customer experience process.
- Communicating and coordinating with colleagues as necessary through various channels (video, chat, and emails), including: teaUpgrade to see actual infoetings and 1:1s.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Other job duties related to the role as required.

Who You Are
- Strong verbal and written English communication skills.
- Strong organizational and time management skills.
- Strong ability to multitask and prioritize.
- Strong ability to pivot in changing environments.
- Strong ability to problem solve and a high level of accountability.
- Strong ability to work independently and collaboratively in a remote team environment.
- High-speed internet connection and a workstation.
- Previous experience in customer support or other relevant positions.
- Previous experience in sales is a bonus.

What We Offer
- A fast-paced, collaborative environment that fosters innovation.
- The opportunity to have a direct impact on creative direction and business growth.
- Work-from-anywhere flexibility — our fully remote workforce empowers you to create a workspace that suits your lifestyle.
- Continuous learning and career development opportunities.
- A team that values diversity, inclusion, and different perspectives.
- A supportive environment that encourages personal growth and well-being.

Diversity, Equity, and Inclusion (DEI)
At MTC Global, we believe diversity drives innovation and creates better products and experiences. Our mission to ensure everyone gets a good rest extends beyond our products — it shapes our culture. We are committed to fostering an inclusive workplace where every teaUpgrade to see actual infomber feels valued, supported, and empowered. We actively celebrate diverse perspectives, backgrounds, and experiences, and we encourage applications from people of all communities.
We don't just accept diversity — we celebrate it. We strive to build a company where everyone feels a sense of belonging and has the opportunity to thrive.