The Charlotte Stone team is mighty and fast-growing. In this role, you will help communicate with customers and help represent the brand on social media during weekends. We're looking for a solutions-oriented communicator who loves connecting with customers and is passionate about the brand.

This position is remote and part-time on weekends. Applicants in Los Angeles and Ventura are preferred.

What You'd Do:

• Manage customer help desk on weekends. This includes managing all levels of customer service tickets, including escalated customer service issues, with discretion.
• Quickly and accurately problem-solve for any customer experiences that don't go as planned, providing resourceful and timely solutions.
• Keep the balance between company policy and customer-benefit decision making; handle issues in the best interest of both customer and company.
• Maintain updated information on launches, products, and customer experience related metrics and KPI’s.
• Assist Customer Experience Manager with special projects, as needed.
• Manage social media interactions (DMs and comments) and ensure communications coming from CS social accounts are spoken in the Charlotte Stone voice and are representative of our brand’s values.
• Engage with customers and respond to comments and DMs in a timely manner.
• Respond to and interact with customers who tag on their feeds and stories.
• Execute weekend Instagram story content.
• Resolve order issues and help find solutions to customer inquiries.
• Know the Charlotte Stone brand, voice, vision, and style like the back of your hand. Understand how to communicate with customers in a way that upholds our values, empowers our customers and strengthens our social community (and beyond).   
• Become a subject matter expert on all things Charlotte Stone.

You'll Love This Role Because...

• First and foremost, you're a believer in the Charlotte Stone brand, voice, and product. You can genuinely advocate for the brand’s mission, vision, and values.
• You're a self-starter who takes pride in being highly organized, flexible, and meticulous.
• You're eager to build from the ground up and isn’t afraid to roll up their sleeves and help out wherever help is needed, no matter the department.
• You're the definition of a team player, curious and always asking yourself: how can we do this even better?

We're Obsessed With You Because...

• You have 2+ years of experience in customer service and/or social media and are confident speaking on behalf of a brand.
• Experience with Gorgias or other similar CRM software is a plus, but not required.
• Shopify experience preferred, but not required.
• You are a people person and an excellent communicator. You're excited at the opportunity to interact with our fans and build relationships with our customers. You're also mindful about communicating with the team across platforms as needed to ensure efficient resolutions for customers.
• 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.
• You pay attention to the little things. Proofreading is your friend.

If this sounds like you, please send your resume and cover letter to hello@charlotte-stone.com.