E-commerce Customer Experience Representative

Scale Army

Our client is a women-led lifestyle brand known for its iconic, comfort-driven products and a loyal global following. With decades of heritage, they are committed to slow fashion, ethical production, and sustainability. Their mission is to create exceptional, personalized experiences that make every customer feel valued and part of something meaningful.

Location

Fully Remote | Part-time, 20 hours per week | Flexible shifts between 6 AM 9 PM EST

Role Overview

The E-commerce Customer Experience Representative will support the team during the holiday season. The E-commerce Customer Experience Representative will serve as the brand s empathetic, upbeat voice, resolving inquiries, strengthening relationships, and ensuring each interaction is handled quickly, thoughtfully, and with a customer-first mindset. This role is ideal for someone who excels at problem-solving and enjoys delivering warm, memorable service in a fast-paced environment.

Key Responsibilities

Customer Support & Experience

• Serve as the primary contact across phone, email, text, and live chat, delivering personalized, professional support.

• Process returns, refunds, and price adjustments accurately and efficiently.

• Coordinate with the distribution center to resolve order, product, and shipping issues.

• Learn the product line thoroughly to offer informed recommendations and styling advice.

Brand Representation & Collaboration

• Assist customers with website navigation and troubleshooting while proactively enhancing their shopping experience.

• Report site or system issues to the ecommerce team for quick resolution.

• Collaborate with operations, warehouse, and social teams to ensure a cohesive customer journey.

Subject Matter Expertise

• Represent the brand s products, policies, and values with confidence and empathy.

• Use a ticketing system (such as Gorgias) to manage and resolve customer requests.

Qualifications

Experience

• 1 3 years of experience in ecommerce support, managing customer inquiries, logistics, and returns.

• Previous experience using a ticketing system (Gorgias or similar).

• Experience with Shopify is highly preferable.

• Familiarity with Google Docs and Excel.

• Proven ability to multitask, prioritize, and follow through on customer inquiries to ensure quick and satisfactory resolutions.

Skills

• Fluent and understandable English, with strong written and verbal communication skills.

• Strong attention to detail, organization, and proactive problem-solving abilities.

• Ability to collaborate effectively with cross-functional teams to enhance the customer experience.

• Empathy, professionalism, and a service-oriented mindset focused on creating exceptional customer interactions.

What Success Looks Like

• High customer satisfaction and consistent positive feedback.

• Efficient and effective resolution of customer inquiries, contributing to an enjoyable shopping experience.

• Strong relationships with customers and internal teams that reinforce trust and loyalty.

• A reputation as a reliable, resourceful representative known for empathy, professionalism, and dedication to the brand s mission.

Opportunity

This is an opportunity to become a key part of a beloved lifestyle brand during its busiest season. You will help deliver exceptional service, strengthen customer relationships, and contribute to a mission-driven company that values craftsmanship, sustainability, and community. Apply now!

Application Process: To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets

","directApply":true,"identifier":{"@type":"PropertyValue","name":"Scale Army Careers","value":"83e1af02-a2de-4421-9ceb-7eb139a2bb8a"},"datePosted":"2025-11-03","