Customer Service Representative

About the Role

Lola Blankets is a fast-growing comfort and lifestyle brand dedicated to making the world a cozier place. Our service-oriented CX Representatives are the voice and face of Lola to our customers, handling inquiries and issues with a surprise-and-delight attitude. As a Customer Experience Representative, you will be the frontline voice of our brand, providing exceptional support to our customers primarily via phone, and through email when available. You will handle inquiries with empathy, maturity, and efficiency, ensuring every customer feels heard and valued.

Core Responsibilities

• Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available.
• Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions.
• Process order changes, refunds, replacements, and other account adjustments using internal systems.
• Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more.
• Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager.
• Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support.
• Contribute to a positive team environment by sharing insights and feedback to improve customer experience.

Weekend Availability

This role requires weekend availability on a rotational basis. Agents are scheduled for approximately one month of weekend shifts every 3-4 months. During an active rotation, agents work a Friday–Tuesday shift schedule for the duration of that rotation (approximately 4-5 weeks). Weekend rotations are planned in advance so agents have ample time to prepare.

Qualifications

• Outstanding verbal and written communication skills with a customer-first mindset.
• Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.).
• Previous phone support experience is preferred.
• High empathy.
• Highly organized and detail-oriented.
• Eagerness to learn.
• Ability to take constructive feedback.

What We Offer

• 40 hours/week
• Full-time remote (in the locations listed above) with proper internet & phone connection
• 55% off Lola Blankets for friends and family
• A real path to permanent placement for strong performers