Customer Service Associate

Description
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.