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Jobs · Customer Service · New York

Customer Service Associate

Retrofête · New York, NY · 1 wk ago
On-siteCustomer Service$26–$30/hrFull-time

About the role

The Customer Service Associate will support the day-to-day customer experience across all channels, ensuring timely, thoughtful, and solutions-focused service, always keeping our customer experience top of mind.

Responsibilities

  • Customer Support
    • Respond to customer inquiries across email and phone in a timely and professional manner
    • Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries
    • Ensure all customer interactions reflect the brand voice and deliver a high-touch experience
    • Escalate complex or sensitive issues appropriately
  • Order & Ticket Management
    • Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met
    • Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates
    • Accurately document customer interactions and resolutions within customer service platforms
  • Cross-Functional Partnership
    • Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively
    • Communicate recurring customer feedback, product concerns, or operational issues to leadership
    • Support special projects and peak business periods as needed
  • Systems & Process Support
    • Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc
    • Identify opportunities to improve workflows and customer experience
    • Maintain strong attention to detail across all customer interactions and order management tasks

Requirements

  • 2–3 years of customer service experience, preferably within fashion, luxury, lifestyle, or DTC retail
  • Strong written and verbal communication skills
  • Highly organized with strong attention to detail and follow-through
  • Ability to multitask and work efficiently in a fast-paced environment
  • Empathetic, solutions-oriented, and customer-first mindset
  • Familiarity with Shopify, Gorgias, or similar customer support platforms preferred
  • Team player with a positive attitude and willingness to learn

Benefits

  • Salary Range: $26.00–$30.00/hr, DOE
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)

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