Customer Care Representative

Founded by Santa Barbara-born sisters, Margaret and Katherine Kleveland, and a Collective of partners, DÔEN is a digitally-led, multi-channel fashion and lifestyle brand launched in 2016. Our mission is to create lasting, beautiful collections while supporting individuals across our organization, supply chain, and community. We collaborate with domestic and international partners who share our values of gender and social equality, and we give back through partnerships with foundations that benefit our employees, value chain, and surrounding communities.

About the role

DÔEN is seeking a high-energy Customer Care Representative with an entrepreneurial spirit to join our team on a full-time, hybrid basis in Van Nuys, CA. The ideal candidate will have prior customer service experience, a customer-comes-first attitude, and a passion for creating exceptional experiences. This role reports to the Customer Care Manager and requires availability for special event days, such as sales, holidays, and launches, when we experience high traffic and inquiry volumes. The position involves collaborating with various departments to support business needs.

Responsibilities

• Provide the highest level of customer care to a loyal and growing customer base across email, phone, SMS, text, live chat, and social media.
• Assist customers with transactions, shipping updates, and troubleshooting issues with couriers and the Distribution Center.
• Work with cross-functional teams to understand product shipment cycles and advise customers on product availability.
• Offer fit, sizing, and styling advice to customers as requested.
• Guide customers through website troubleshooting, FAQs, and policies.
• Communicate errors to management and cross-functional teams for resolution.
• Collect and relay customer feedback to support continuous improvement initiatives.
• Defuse customer situations and provide timely, effective resolutions.
• Utilize resources to resolve issues independently and escalate when necessary.
• Perform other tasks as assigned to support business needs.

Requirements

• Minimum 2 years of relevant customer service experience.
• Energetic, confident, and adaptable personality with strong problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to foster and maintain a respectful work environment.
• Open availability, including early mornings, evenings, weekends, and some holidays.
• Flexible schedule to accommodate high-traffic events like sales and launches.
• Background working with ERP and eCommerce platforms; knowledge of Gladly and NetSuite preferred.
• Experience with customer care software, chat, and SMS programs.
• Ability to prioritize multiple tasks in a fast-paced environment.

Skills

• Strong verbal and written communication.
• Clear and effective problem-solving.
• Ability to work independently and escalate issues when appropriate.

Physical Requirements

• Ability to perform essential duties with reasonable accommodation.
• Periods of sitting at a desk, typing, and working on a computer.
• Able to lift, move, push, or pull objects up to 25 lbs.
• Able to walk, sit, and stand for extended periods.
• Ability to operate equipment such as computers, copy machines, and phones.
• Must be able to access various areas of the workplace.

Benefits

• Paid vacation, sick time, and holidays.
• Healthcare, vision, and dental coverage.
• 401k with company match.
• Generous employee discount.
• A fun-filled, creative work environment.

Pay

$23.00–$25.00 per hour, based on experience and other factors permitted by law.

Schedule

Hybrid work model in Van Nuys, CA. Schedule varies by week, with flexibility required for early mornings, evenings, weekends, and holidays, especially during high-traffic events like sales and launches. The hybrid model may be adjusted based on business needs.