Customer Care Specialist

Overview

As a Customer Care Specialist, you will be the voice of our brand and a trusted advisor to our clients. This role goes beyond service—it’s about creating personalized, memorable experiences that inspire loyalty, drive sales, and strengthen the relationship between our customers and our brand. By anticipating client needs, offering thoughtful solutions, and upholding the highest standards of luxury service, you will play a key role in fostering long-term growth and customer satisfaction.

This is a hybrid role, requiring in-office presence at our Bell, California office 3 days per week and remote flexibility for the remaining days.

• Serve as the primary point of contact for customers via email, phone, chat, and social media, delivering proactive, solution-oriented support.
• Develop deep expertise in our product collections to confidently recommend styles, assist with fit, and provide guidance that drives sales and reduces returns.
• Accurately process customer orders, returns, and exchanges while ensuring seamless, timely resolutions.
• Consistently exceed service expectations by striving to maintain a Customer Satisfaction Score of 4.85 or higher.
• Document customer feedback and interactions in Gorgias to identify trends, influence product development, and improve processes.
• Collaborate across departments—such as Warehouse, Product, and E-commerce—to ensure flawless customer experiences and resolve order-related concerns.
• Uphold our brand values with every interaction, ensuring each touchpoint reflects the standard of excellence expected in luxury retail.
• Contribute to continuous improvement by identifying opportunities to enhance workflows, service standards, and client engagement.

• Previous customer service experience in luxury retail, fashion, or e-commerce strongly preferred.
• Exceptional written and verbal communication skills with a professional, customer-first approach.
• Ability to multitask, prioritize, and maintain attention to detail in a fast-paced environment.
• Proficiency with customer service and e-commerce platforms such as Shopify, Gorgias, Loop, Rise, Full Circle, or similar tools.
• Strong problem-solving skills with a proactive mindset and ability to resolve complex or escalated situations.
• Collaborative team player eager to support colleagues and contribute to a culture of excellence.

• This position is an office position that requires frequent use of a computer, mouse and keyboard.
• Frequent sitting.