Customer Associate

Overview

Job Title: Customer Associate
Job Type: Full-time / Remote
Work Hours: PST (Pacific Standard Time)

We’re looking for a Customer Associate to serve as the first point of contact for customer requests and inquiries. In this role, you will manage customer interactions with urgency and empathy while contributing to an improved customer journey and increased engagement and loyalty.

• Serve as the first point of contact for customer requests and inquiries, resolving issues with urgency and empathy.
• Support the improvement of the customer journey by identifying recurring issues and escalating trends to the CX team.
• Collaborate with cross-functional partners to share insights that inform process improvements.
• Build and nurture customer relationships at all touchpoints in alignment with the brand voice.
• Execute customer experience initiatives that drive engagement and loyalty.
• Manage time and workflow to meet customer engagement KPIs, including CSAT, response time, and quality metrics.
• Provide clear communication to managers & key partners through regular updates.
• Assist with reporting on consumer complaints and highlight potential solutions.

• 2+ years of experience in customer service, preferably in beauty, CPG, or E-commerce.
• Strong ability to remain professional and calm in high-pressure situations.
• Friendly, empathetic communicator who advocates for customers and personalizes interactions.
• Tech-savvy with strong written and verbal communication skills.
• Creative problem-solver with a proactive, “get it done” mindset.
• Self-motivated, organized, and comfortable managing multiple systems at once.
• Flexible to occasional evening and weekend coverage to ensure quick response times.
• Experience with Shopify, Richpanel, Loop, or similar E-commerce platforms.