Customer Experience Specialist
About the Opportunity
The company was founded to challenge the idea that nice things have to cost a lot. The mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. The belief is that everyone deserves exceptional craftsmanship and timeless design without the traditional markups. This is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. The organization is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything it does. An unwavering commitment to excellence and company values guide its teams and actions:
- Customer First: Prioritizing customer satisfaction in every decision.
- High Quality: True quality means premium materials and rigorous production standards.
- Essential Design: Focusing on timeless, functional essentials instead of chasing trends.
- Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
- Social & Environmental Responsibility: Committing to sustainable materials, ethical production, and fair wages.
The company partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, this is a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency. Our Team and Success
The Role
Customer Experience Specialist
Be the human heartbeat behind the brand. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.
Key Responsibilities
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
- Resolve issues with empathy, turning challenges into positive experiences.
- Navigate tools efficiently while keeping the human touch.
- Share insights and recurring patterns to help improve the experience.
- Become a product expert to guide customers authentically.
What Success Looks Like
- CSAT ≥ 4.8/5
- First-Contact Resolution ≥ 80%
- QA Score ≥ 95%
- Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)
- Contributes at least one actionable improvement per month
What You Bring
- Digital Intelligence: Comfortable adopting new tools to enhance service.
- Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
- Ownership: Takes full responsibility for outcomes and anticipates customer needs.
- Adaptability: Thrives amid change while maintaining calm and consistency.
Growth Opportunities
- Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
- Leverage Tracks: Senior Associate → Team Lead → CX Manager
- Enablement Tracks: Quality & Training or Workforce Management
Why You’ll Love Working Here
- Impactful work shaping customer loyalty
- Culture of ownership and autonomy
- Continuous growth in a fast-paced, luxury-brand environment
- Beautiful products, transparent pricing, and happy customers
Compensation & Benefits
- $23/hour with tenure based increases
- Up to $1,000/month performance bonus
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Medical, dental, vision, life, disability, 401(k), and more
- Referral bonuses of up to $1,000.
Qualifications
- High School diploma or GED
- Minimum 4 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)
Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required. All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.
Pay Range
$23—$23 USD
Why This Role?
- Joining this organization means being part of a mission-driven team reshaping retail.
- You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.
Equal Employment Opportunity
The organization is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role, please let us know. The organization reviews all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.