Customer Success Representative

• Manage customer interactions across phone, email, and live chat, delivering timely, personalized, and consistent support across all channels.
• Build strong customer relationships by demonstrating empathy, ownership, and a customer-first approach throughout every interaction.
• Proactively identify customer concerns, churn risks, and friction points, taking appropriate action to strengthen retention and lifetime value.
• Own customer issues end-to-end, investigating complex cases, resolving concerns effectively, and escalating high-priority matters when required.
• Maintain accurate CRM records of customer interactions, resolutions, feedback, and relevant insights to ensure clear cross-functional visibility.
• Identify recurring customer issues, trends, and feedback, translating insights into actionable opportunities to improve the customer journey.
• Partner with Customer Success, Operations, Marketing, Product, and other teams to resolve complex customer needs and address root causes.
• Contribute to continuous improvement initiatives that reduce customer friction, strengthen service quality, and drive customer satisfaction and retention.

• 4+ years of experience in Customer Support, Customer Success, Customer Experience, or a related function, preferably within US/UK retail or e-commerce.
• Proven experience driving customer retention, loyalty, relationship management, and overall customer satisfaction.
• Exceptional written and verbal English communication skills, with the ability to handle complex, sensitive, and high-impact customer interactions with professionalism and empathy.
• Strong problem-solving and analytical skills, with the ability to investigate root causes, exercise sound judgment, and drive effective resolutions.
• Hands-on experience with CRM and customer support platforms, with Gorgias preferred; familiarity with Shopify and e-commerce ecosystems is a strong advantage.
• Proven ability to operate effectively in a fast-paced, high-growth, 24/7 environment, managing multiple priorities while maintaining service quality and accountability.
• Highly adaptable and customer-focused, with strong ownership, follow-through, and the ability to work across assigned shifts while delivering against CSAT, response quality, resolution, and retention KPIs.

Culture

• We're founder-led and operate with speed, direct communication, and clear accountability
• We invest in tools and management practices that help colleagues do their best work
• Our products are used by customers globally
• AI is intentionally embedded in how we work, create, and scale
• Senior leaders are expected to create structure, make decisions, and stay close to execution

Growth & Development

• Competitive pay and meaningful opportunities for performance-based advancement
• Ownership of strategy, systems, execution, and team buildout within your function
• Opportunity to build and scale a meaningful part of the business across two consumer brands
• Scope and compensation growth tied to performance, role expansion, and measurable business impact

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, gender, marital status, national origin, genetics, disability, age, veteran status or other characteristics.