Customer Experience Representative

Job Summary

A company is looking for a DTC Customer Experience Representative.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Manage and record all customer tickets within the CX platform, ensuring timely resolution and accuracy
• Support customers with order placements, tracking, cancellations, and returns, following established SOPs

Qualifications

• 1-2 years of experience in Customer Experience or eCommerce support
• Shopify experience required for navigating orders and processing returns
• Experience with CX ticketing systems (e.g., Kustomer, Zendesk, or Gorgias)
• Detail-oriented and organized, able to manage multiple priorities in a fast-paced environment
• Familiarity with western apparel, boots, or lifestyle brands is a plus