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Role Description

This role is for a top-tier professional who can handle both high-end customer service and complex business logistics.

Qualifications

• Luxury Mindset: Attention to detail with a "no-task-too-small" attitude and a polished, professional communication style.
• Technical Proficiency: High level of expertise in Gorgias and Shopify, with Faire experience considered a significant advantage.
• Proactive Problem Solving: Natural inclination to provide solutions rather than just reporting issues, with the judgment to escalate high-stakes matters (VIP inquiries or property damage) immediately.
• Strategic Independence: Highly autonomous and comfortable taking full ownership of the CX department and daily workflows.
• Operational Experience: Proven track record in processing wholesale orders and invoices, managing B2B logistics, and coordinating inventory.
• Collaborative & Adaptive: Excellent communication skills with the ability to learn new systems quickly and work effectively with internal teams and leadership.

Requirements

• Own all customer service operations and daily ticket management.
• Deliver a luxury-level concierge experience across platforms.
• Handle shipping issues, claims, escalations, reviews, and post-purchase support.
• Help drive retention, loyalty, subscriptions, referrals, and repeat purchase behavior.
• Act as the primary support contact for wholesale accounts.
• Process wholesale orders, invoices, tester sets, and account communications.
• Manage the Faire channel including listings, promotions, inventory coordination, fulfillment communication, and account growth.
• Track performance, maintain SOPs, improve workflows, and provide regular reporting to leadership.
• Other tasks may be required from time to time such as processing order requests from internal teams.

Benefits

• Monday–Friday, 8:00 AM – 5:00 PM EST (plus a brief weekend check-in 1 - 2 hrs).

Company Description

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.