Customer Success Representative

Job Title: Customer Success Representative

Location: Boulder, CO

Reports To: Customer Success Manager

Type: Non-Exempt

Salary: From $24/hour

We are looking for a driven, friendly, and detail-oriented Customer Success Representative to join our team. Reporting to the Customer Success Manager, you'll serve as the voice of Lems, helping customers find the right fit, resolving issues quickly and professionally, and contributing to a best-in-class direct-to-consumer experience. This is a full-time, hourly, in-office role based in Boulder, CO.

• Deliver prompt, professional, and brand-aligned support across email, phone, and live chat channels using Zendesk
• Manage and process customer orders, exchanges, and returns using Shopify
• Evaluate product issues, process warranty claims, and identify defect trends to surface to the team
• Maintain deep knowledge of Lems Shoes' product catalog, fit philosophy, and zero-drop/minimalist footwear in order to advise customers with confidence
• Support customers through the full post-purchase experience, including order tracking, shipping inquiries, and issue resolution
• Accurately log customer interactions, feedback, and outcomes in support systems
• Participate in weekly customer service team meetings, contributing insights on customer complaints, design feedback, returns data, and defective trends
• Assist in developing and maintaining customer-facing FAQs, size guides, and support documentation
• Collaborate cross-functionally with the warehouse, marketing, and product teams to relay customer feedback and resolve escalations
• Be available to support during major sales events, which may occasionally include holidays or weekends
• Perform additional duties as needed in support of team and company goals

• 1-2+ years of customer service experience, preferably in e-commerce, retail, or a direct-to-consumer environment
• Experience with Zendesk, Shopify, or comparable customer support and e-commerce platforms
• Passion for or knowledge of minimalist/zero-drop footwear is a strong plus; an eagerness to become a product expert is required
• Excellent written and verbal communication skills - clear, warm, and professional
• Proficiency with Google Workspace (Gmail, Docs, Sheets, Drive)
• Highly organized with strong attention to detail and the ability to manage multiple customer interactions simultaneously
• A positive, solutions-oriented attitude and a genuine team-player mentality
• Comfortable working in a small start-up environment where collaboration, flexibility, and initiative are valued
• Medical, dental, and vision insurance eligible 1st of month following hire date
• 401(k) following 90-day wait period
• Paid Time Off
• Paid Holidays
• Paid Sick Time

At Lems Shoes, our philosophy is simple: shoes should be designed around the foot. We create minimalist, zero-drop footwear that fits the foot's natural anatomy and lets you move like you're wearing nothing  focus on building sustainable, thoughtfully designed shoes that put the foot above all else.

We're a small, close-knit team based in Boulder, CO. Our culture is passionate and curious, with a genuine love for the products we make and the community we serve. Ideas travel fast here, and the work you do directly contributes to our success. We work hard, have fun doing it, and are looking for people who share that energy.