he Customer Service Associate will support the day-to-day customer experience across all channels, ensuring timely, thoughtful, and solutions-focused service, always keeping our customer experience top of mind.
Responsibilities:
Customer Support
- Respond to customer inquiries across email and phone in a timely and professional manner.
- Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries.
- Ensure all customer interactions reflect the brand voice and deliver a high-touch experience.
- Escalate complex or sensitive issues appropriately.
Order & Ticket Management
- Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met.
- Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates.
- Accurately document customer interactions and resolutions within customer service platforms.
Cross-Functional Partnership
- Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively.
- Communicate recurring customer feedback, product concerns, or operational issues to leadership.
- Support special projects and peak business periods as needed.
Systems & Process Support
- Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc.
- Identify opportunities to improve workflows and customer experience.
- Maintain strong attention to detail across all customer interactions and order management tasks.
Requirements
Qualifications
- 2-3 years of customer service experience, preferably within fashion, luxury, lifestyle, or DTC retail.
- Strong written and verbal communication skills.
- Highly organized with strong attention to detail and follow-through.
- Ability to multitask and work efficiently in a fast-paced environment.
- Empathetic, solutions-oriented, and customer-first mindset.
- Familiarity with Shopify, Gorgias, or similar customer support platforms preferred.
- Team player with a positive attitude and willingness to learn.
Benefits
- Salary Range: $26.00-$30.00/hr DOE
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)