Ecommerce Customer Service Lead; Remote

About Nico Blu

Based in New Canaan, CT, Nico Blu is a fast-growing ecommerce fashion brand serving a loyal, high-touch customer base. Our customers shop with us for meaningful occasions — weddings, celebrations, and milestone events — and they value thoughtful communication, reliability, and real human support.

We are seeking a full-time Ecommerce Customer Service Lead to own and manage all customer communication across phone and email. This role reports directly to the Co-Founder and is designed for someone who takes pride in ownership, accountability, and continuous improvement.

This is a hands-on, solo operator role. You will be the primary point of contact for our customers and the single accountable owner of the customer service function. Nico Blu stands for the highest excellence in product, presentation, and customer service and requires someone with attention to detail, ability to handle a fast-paced working environment and the ability to work autonomously.

• Manage all inbound customer communication (phone and email)
• Deliver high-touch, brand-aligned customer experiences
• Use Shopify daily for order edits, refunds, exchanges, draft orders, and issue resolution (Shopify experience required)
• Coordinate with warehouse and operations to resolve order discrepancies
• Maintain consistent response times and quality standards
• Track and report weekly performance metrics (response time, issue trends, recurring friction points)
• Gradually assume increased authority over refunds and credits as experience and trust develop

• 2–5 years ecommerce customer service experience (required)
• Strong phone presence with the ability to calmly de-escalate and guide customers with confidence
• Excellent written communication skills
• Comfortable working independently and taking full ownership
• Detail-oriented and process-minded
• Professional, calm, and confident handling live customer calls
• Comfortable reporting directly to a Co-Founder

• Experience in fashion or apparel ecommerce
• Experience serving older or high-touch customer demographics
• Experience with Gorgias, Zendesk, or similar helpdesk platforms

Within 90 days:

• You confidently manage customer communication independently
• Clear SOPs exist for common issues
• Co-Founder involvement in routine customer service is significantly reduced over time
• Customer service becomes structured, measurable, and scalable
• You identify patterns that improve operations company-wide
• You help protect and elevate the Nico Blu brand experience

$65,000–$70,000 annually

Remote (U.S.

-based preferred)

Opportunity for expanded responsibility as the company grows

Please include a brief explanation of how you have improved a customer service process in Shopify in a previous role. Additionally, describe a time you handled a difficult customer over the phone and what the outcome was.