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 EnvironmentMonthly Company EventsConveniently Located OfficeRoom For Growth Into Other Roles / DepartmentsJob Type : Full-time
Schedule : Monday to Friday
Work Location : In-person
