Temporary Sr. Customer Service Associate

KHAITE is a way of looking at the world. Shaped by formative encounters, cultural touchstones, and secret desires, this point of view comes to life through womenswear and accessories that find confidence in contrast. Each piece proposes a fresh balance of opposing elements- masculine and feminine, strength and softness, structure and fluidity- while embodying a signature sensuality and ease. 

Founded in 2016 by creative director Catherine Holstein and based in New York, KHAITE evolves with each season, building upon a foundation of robust yet polished items distinguished by exceptional materials, exquisite craftsmanship, and subtle yet striking details. 

We are looking for a Temporary Senior Customer Service Associate (Maternity Leave Coverage) to join the KHAITE team. This role will report to the Head of Customer Experience and will be based out of the NYC HQ offices. This role will support the Customer Service team during a maternity leave, and will be responsible for delivering premium, personalized customer service while upholding KHAITE’s brand standards of excellence. The ideal candidate is detail‑oriented, solutions‑driven, and highly organized, with a strong ability to interpret data, identify trends, and strives to elevate the customer journey. A high standard of luxury service, refined client communication, and effective cross‑functional collaboration are essential to supporting the brand’s commitment to excellence.

• →Deliver a high-touch, personalized experience aligned with the KHAITE brand voice
• →Assist clients with product inquiries, sizing, styling guidance, and order placement
• →Manage and resolve customer concerns, including returns, exchanges & shipping inquiries
• →Track and manage orders, coordinating with logistics, retail, and e-commerce teams as needed
• →Ensure continuity of service and a seamless handoff before and after the coverage period

• Strong analytical skills: ability to interpret data, identify trends, and drive actionable insights
• Experience leveraging performance dashboards, reporting tools, and ecommerce platforms (e.g., Shopify or similar) 
• Must be proficient in Excel and Powerpoint
• Proven ability to deliver a premium, high‑touch client experience and manage complex escalations with discretion
• Clear, polished communicator with a luxury‑appropriate tone
• Excellent time‑management skills; able to prioritize effectively and handle multiple high‑impact tasks
• Ensure accuracy across orders, returns, and service workflows to proactively maintain a seamless client experience.
• Ability to work independently, prioritize effectively, and make sound decisions in fast‑paced environments
• Deep product and brand awareness, including styling or product‑knowledge support
• 5+ years of customer experience; luxury or premium fashion apparel brand preferred 
• Systems Utilized: Microsoft Office, Outlook, Gorgias, Shopify, STORM, WMS, Loop, Global-E, UPS & DHL

Please note: This job description does not list all the duties of the job. Employees may be asked by management to perform other duties. The employer has the right to revise this job description at any time.

• Creativity ~ We are always imagining, never imitating.
• Integrity ~ We do the right thing.
• Kindness ~ We value people and their ideas, so we act and speak with compassion.
• Agility ~ We move with intention, flexibility, and speed to stay ahead.
• Tenacity ~ We are insatiable. Our drive is relentless.