Customer Experience Specialist

Job Summary

Inked Brands is seeking a Customer Experience Specialist to join our team. This role serves as a key point of contact for customers, helping to ensure a positive experience across all brands and sales channels.

Responsibilities

• Respond to customer inquiries through email, chat, social media, and other support channels in a timely and professional manner.
• Absorb and provide order status updates, product information, returns, exchanges, and general account questions.
• Resolve customer concerns while providing a positive and solution-oriented experience.
• Escalate complex customer issues to the appropriate team members when necessary.
• Accurately document customer interactions and maintain records within customer support systems.
• Collaborate with Fulfillment, Operations, Marketing, Product Development, and other teams to resolve customer issues efficiently.
• Monitor support queues and help meet established service-level goals.
• Identify recurring customer concerns and communicate trends to leadership.
• Assist with testing and learning new processes, products, and customer support tools.
• Become knowledgeable about Inked Brands products, policies, and procedures to better serve customers.
• Contribute to and support a positive, creative, and collaborative culture.
• Continuously improve efficiency, communication, and work product.

Requirements

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• Previous customer service, retail, hospitality, or administrative experience preferred but not required.
• Strong written and verbal communication skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to remain professional, patient, and empathetic when handling customer concerns.
• Strong attention to detail and organizational skills.
• Comfortable learning new software and technology platforms.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Qualifications

• Experience using customer service platforms such as Gorgias, Zendesk, or similar systems.
• Familiarity with Shopify or ecommerce environments is a plus.
• Experience using communication tools such as Teams or similar platforms.

Benefits

The pay range for this role is: 15 - 18 USD per hour (On-Site)

Company Culture

Inked Brands is a fast-growing, technology-driven company built around one simple idea: turning passion into product. We partner with creators, entrepreneurs, and innovators to bring their brands to life through full-service e-commerce, design, production, and fulfillment. Our culture is collaborative, hands-on, and focused on innovation - blending creativity, data, and technology to make real impact.

How to Apply

To apply for this position, please visit our careers page and submit your resume and cover letter.