We pride ourselves on putting our customers first, and we're looking for someone to join our team to make sure that continues to happen as we grow. We're looking for someone excited to join a fast-paced, fast-growing, creative and enthusiastic team who is an excellent listener, a problem-solver, and an impeccable communicator. This position is part-time and remote and requires night/weekend availability.

Here are the details of the role:

What You'd Do:

• Lead the charge in managing Charlotte Stone’s customer help desk. This includes managing all levels of customer service tickets, including escalated customer service issues, with discretion.
• Manage atypical issues and be operationally involved in their resolution, including communicating across various teams.
• Uphold, create and document policies to support the growth of Charlotte Stone shoes.  
• Process payments, returns, exchanges, and store credits.
• Quickly and accurately problem-solve for any customer experiences that don't go as planned, providing resourceful and timely solutions.
• Understand the Charlotte Stone style and brand inside and out in order to offer advice tailored to each customer’s needs.
• Keep the balance between company policy and customer-benefit decision making; handle issues in the best interest of both customer and company.
• Identify trends in customer inquiries and create on-brand, templated responses and share updates with the CX Team in a clear and timely way.  
• Provide help desk coverage + support in the case of unexpected team call-outs.
• Support in the development and implementation of scalable policies and strategies to improve the customer’s experience and drive retention.
• Maintain updated information on launches, products, and customer experience related metrics and KPI’s.
• Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Support the preparation, testing, and launch of new programs, systems, and software.
• Assist Head of Customer Experience with special projects, as needed.
• Become a subject matter expert on all things Charlotte Stone

We're Looking For Someone Who:

• Has a highly developed sense of integrity and commitment to customer satisfaction
• Has a strong desire and ability to serve customers and solve problems
• Is detail-oriented with the ability to manage multiple tasks simultaneously and to see things through to completion
• Has excellent interpersonal, written and verbal communication skills
• Is able to handle situations with confidence, tact, and resourcefulness
• Is a problem-solver with an altruistic “can-do” attitude

What We'd Love You To Have:

• High school graduate
• 2+ years of customer service experience  
• Proficiency in the Microsoft suite
• Experience with Zendesk, Gorgias, or other similar CRM software is a plus, but not required
• Shopify experience preferred, but not necessary

What You'd Do:

• Lead the charge in managing Charlotte Stone’s customer help desk. This includes managing all levels of customer service tickets, including escalated customer service issues, with discretion.
• Manage atypical issues and be operationally involved in their resolution, including communicating across various teams.
• Uphold, create and document policies to support the growth of Charlotte Stone shoes.  
• Process payments, returns, exchanges, and store credits.
• Quickly and accurately problem-solve for any customer experiences that don't go as planned, providing resourceful and timely solutions.
• Understand the Charlotte Stone style and brand inside and out in order to offer advice tailored to each customer’s needs.
• Keep the balance between company policy and customer-benefit decision making; handle issues in the best interest of both customer and company.
• Identify trends in customer inquiries and create on-brand, templated responses and share updates with the CX Team in a clear and timely way.  
• Provide help desk coverage + support in the case of unexpected team call-outs.
• Support in the development and implementation of scalable policies and strategies to improve the customer’s experience and drive retention.
• Maintain updated information on launches, products, and customer experience related metrics and KPI’s.
• Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Support the preparation, testing, and launch of new programs, systems, and software.
• Assist Head of Customer Experience with special projects, as needed.
• Become a subject matter expert on all things Charlotte Stone

We're Looking For Someone Who:

• Has a highly developed sense of integrity and commitment to customer satisfaction
• Has a strong desire and ability to serve customers and solve problems
• Is detail-oriented with the ability to manage multiple tasks simultaneously and to see things through to completion
• Has excellent interpersonal, written and verbal communication skills
• Is able to handle situations with confidence, tact, and resourcefulness
• Is a problem-solver with an altruistic “can-do” attitude

What We'd Love You To Have:

• High school graduate
• 2+ years of customer service experience  
• Management experience is a plus
• Proficiency in the Microsoft suite
• Experience with Zendesk, Gorgias, or other similar CRM software is a plus, but not required
• Shopify experience preferred, but not necessary

If this sounds like you, complete the form below to apply.