Customer Experience Associate (Ecommerce)

TL;DR

Customer Experience Associate (Ecommerce): Providing high-end customer support for a bedroom lifestyle brand with an accent on seamless luxury experience and multi-channel communication. Focus on resolving service issues, coordinating with shipping carriers, and driving brand loyalty through empowered decision-making.

Location: Remote (US) or San Francisco; Must be available to work standard Pacific Time (PT) business hours and weekends

Salary: $20 - $28 an hour

Company

hirify.global is a bedroom lifestyle brand offering elevated design and quality craftsmanship in Bed Time essentials.

What you will do

• Handle customer inquiries via email, phone, and social media within established SLAs.
• Manage order tracking and resolve service issues in coordination with shipping carriers.
• Collaborate with cross-functional teams to exceed customer expectations and find solutions.
• Track and report customer interaction trends to identify operational improvement opportunities.
• Maintain deep knowledge of products, policies, and promotions to drive brand loyalty and revenue.
• Meet and maintain individual and team performance metrics on a weekly basis.

Requirements

• 1-2 years of experience in customer support, retail, hospitality, or a similar service role.
• Must be available to work standard Pacific Time (PT) business hours.
• Must be able to work weekends (Schedules are Sat-Wed or Wed-Sun).
• Strong communication skills and proficiency in working cross-functionally.
• Availability to work occasional holidays.

Nice to have

• Familiarity with Shopify.
• Familiarity with Gladly.

Culture & Benefits

• 401(k) program with company matching up to 6%.
• Comprehensive medical, dental, and vision coverage, including 100% paid parental leave.
• Participation in an employee stock option plan (Equity).
• Paid time off, including select company closure days and holiday pay.
• Monthly $100 cell phone stipend and up to $150 commute reimbursement.
• 40% employee discount and a one-time room upgrade credit up to $3,000.