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Role Description

As a Customer Experience Representative, you will be the frontline voice of our brand, providing exceptional support to our customers primarily via phone, as well as through email channels when available. You will handle inquiries with empathy, maturity, and efficiency, ensuring every customer feels heard and valued. This role requires the ability to troubleshoot issues, process order changes, and navigate our internal systems to deliver timely resolutions. Ideal candidates are strong communicators, quick learners, and customer-focused problem solvers.

This is a part-time, seasonal position with fluctuating weekly hours based on business needs. Candidates must be available for full-time (up to 40 hrs/week) support during our key seasons of August through December. Reduced hours can be expected between peak periods.

• Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available.
• Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions.
• Process order changes, refunds, replacements, and other account adjustments using internal systems.
• Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more.
• Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager.
• Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support.
• Contribute to a positive team environment by sharing insights and feedback to improve customer experience.

Qualifications

• Outstanding verbal and written communication skills with a customer-first mindset
• Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.)
• Previous phone support experience is preferred
• High empathy
• Highly organized and detail-oriented
• Eagerness to learn
• Ability to take constructive feedback

Benefits

• 30-40 hours / week
• Fully remote / work-from-anywhere (with a proper internet + phone connection)
• 55% off Lola Blankets for friends and family
• Opportunities for increased responsibilities with strong performance