Job Description

Customer Experience Representative

We’re looking for a detail-oriented and customer-focused  Ecommerce Customer Experience Representative to manage online customer interactions and ensure seamless communication across all touchpoints. In this role, you’ll handle customer inquiries, oversee social media engagement, process returns, and support overall ecommerce operations to deliver an exceptional brand experience.

This is a hands-on role for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about creating a positive, lasting impression on our community.

Key Responsibilities

Customer Support & Communication

• Serve as the first point of contact for customer inquiries via email, chat, and social media.
• Provide thoughtful, timely, and solution-oriented responses to ensure customer satisfaction.
• Assist customers with order-related issues, including tracking, modifications, and concerns.
• Monitor and respond to customer feedback, reviews, and messages across social platforms to maintain engagement and brand reputation.

Social Media & Community Interaction

• Discuss with customers on Instagram, TikTok, and other social platforms, responding to DMs, comments, and questions.
• Provide personalized recommendations and assist with product-related inquiries.
• Flag trending customer concerns, feedback, or recurring issues to the team to improve processes.

Order Management & Returns Processing

• Handle return and exchange requests, ensuring a smooth and efficient process.
• Collaborate with the warehouse team to track shipments, resolve order issues, and prevent delays.
• Update customers on their order status and provide proactive solutions when needed.

Operational Support & Process Improvement

• Maintain accurate customer records and communication logs within Shopify and customer service platforms.
• Identify common customer pain points and suggest improvements to enhance the overall shopping experience.
• Support the ecommerce team with website updates, product availability checks, and general operational tasks as needed.

QualificationsEducation & Experience

• Currently enrolled in or has completed some undergraduate coursework in Business, Communications, Marketing, or a related field.
• 1-3 years of experience in ecommerce customer service, fashion, beauty, or retail.
• Familiarity with Shopify, Gorgias (or similar customer service platforms), and tech-savvy.

Skills & Competencies

• Strong written and verbal communication skills with a warm, professional, and customer-first approach.
• Ability to multitask and remain organized in a fast-paced environment.
• Problem-solving mindset with the ability to troubleshoot and provide quick, effective solutions.
• A team player who can collaborate across departments while maintaining strong attention to detail.

Goals of the Role

• Provide outstanding, personalized customer service that enhances brand loyalty.
• Maintain quick and effective response times across all customer communication channels.
• Ensure a smooth return and exchange process, minimizing customer effort.
• Actively engage with the community on social platforms to foster brand connection.

Perks

• Collaborative, Supportive Work Environment
• Monthly Company Events
• Conveniently Located Office
• Room For Growth Into Other Roles/Departments

Job Type: Full-time

Schedule: Monday to Friday

• Work Location: In-person

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