Associate, Customer Experience

ABOUT THE ROLE

We are a California-based beauty, fashion, and wellness brand seeking a motivated and people-oriented Customer Experience Associate to join our Customer Experience Team. In this role, you will be responsible for providing each of our customers with an extraordinary experience—from first contact through post-sale follow-up. Success in this role requires mastering our backend systems, developing deep knowledge of our products, and working cross-functionally to ensure every customer interaction is handled with care, accuracy, and efficiency.

WHAT YOU’LL DO

• Serve as a primary point of contact for customers via email and chat—upholding a luxury, brand-forward standard of service in every interaction.
• Assist with order placement, returns processing, price adjustments, subscription management, and other customer inquiries.
• Ensure all outreach is handled within SLA, delivering a smooth and seamless post-sale experience.
• Work closely with the warehouse team on order fulfillment, expedited shipping requests, faulty product escalations, address corrections, and inventory SKU checks; support retail inventory inquiries as needed.
• Liaise with the tech team to troubleshoot bugs and test solutions that improve the customer experience.
• Develop proficiency across backend systems, including Whiplash and NetSuite; proficiency with SaaS platforms such as Gorgias and Endear is required.
• Support additional ad hoc projects and initiatives as assigned.

WHAT YOU BRING

• Bachelor’s degree or equivalent.
• 1–3 years of customer service experience in a business-to-consumer environment;
• Experience in luxury, premium, or well-branded retail or e-commerce strongly preferred.
• Strong written and verbal communication skills with the ability to engage professionally across all customer touchpoints.
• Exceptional attention to detail and strong organizational skills.
• Empathetic, solutions-oriented, and calm under pressure.
• Self-starter who adapts easily to change and thrives in a fast-paced environment.
• Collaborative team player with a positive attitude and genuine passion for the customer experience.

• Bachelor's degree and 1–3 years of B2C customer service experience with strong written/verbal communication, attention to detail, and ability to work in a fast-paced California-based environment.

• Background in luxury, premium, or well-branded retail or e-commerce; experience with backend systems and SaaS platforms; empathetic and solutions-oriented mindset.

• Whiplash, NetSuite, Gorgias, and Endear; proficiency with email and chat systems for customer support.