Customer Experience Associate (Part-Time)

# Customer Experience

Role Summary

Own the day-to-day customer experience — every interaction is thoughtful, on-brand, and resolved quickly — and keep the returns portal working to move customers toward exchanges rather than refunds.

Key Responsibilities

• Own the customer experience, ensuring every interaction is thoughtful, timely, and on-brand.
• Handle customer inquiries (fit, sizing, orders, shipping, returns) via email with a premium, genuinely helpful, no-discount brand voice.
• Manage and optimize the automated returns portal to reduce return rates, minimize refunds, and encourage exchanges over refunds.
• Surface recurring feedback, trends, and pain points from customer conversations, and route them to the team.

What Success Looks Like

• Customer inquiries are handled seamlessly, with consistent response times and on-brand tone.
• Closed-loop feedback process in place: recurring issues are flagged, escalated, and resolved quickly rather than recurring.
• Returns portal drives a shift from refunds toward exchanges.

What We're Looking For

• Prior CX experience in ecommerce/DTC; fashion or premium/apparel a strong plus. Proficiency with Gorgias a strong plus.
• Excellent written communicator who can hold a premium brand voice.
• Strong organizational skills; detail-oriented, able to juggle competing priorities.
• Customer-first mindset with a passion for seamless brand experiences.

Tools

Gorgias, Shopify, Route, Google Workspace, WhatsApp

• Prior ecommerce/DTC customer experience with excellent written communication skills, strong organizational abilities, and a customer-first mindset to maintain premium brand voice across all interactions.

• Fashion or premium apparel industry background and proficiency with Gorgias platform.

• Gorgias, Shopify, Route, Google Workspace, and WhatsApp.