Customer Experience Associate

Here at Buck Mason, we're committed to providing our customers with an extraordinary shopping experience from start to finish. As a Customer Experience team member you will play a critical role in turning our customers into promoters while scaling and improving our daily operations. The ideal candidate is a driven, results‑oriented, self‑directed and strategic customer advocate. This person is obsessed with creating a unique interaction between each customer and the Buck Mason brand.

• Serve as the first contact and on‑call resource for all customers via phone, email and live chat
• Quickly and accurately problem‑solve for any customer deliveries, transactions and experience that don't go 100% as planned
• Understand our styles and technology inside and out in order to offer fit and style advice tailored to each customer’s needs
• Use Excel and Google Sheets to track and analyze data for routine problem orders
• Analyze appropriate metrics for measuring customer experience, engagement and satisfaction
• Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible
• Partner with leadership team to create and execute new policies, procedures and client retention initiatives

• Strong leadership, organizational, administrative and project management skills
• A creative problem solver that looks for new solutions versus the status quo
• Flexible and resilient, comfortable with ambiguity, adaptable to fast‑changing environments
• You're serious about your grammar. The difference between you're and your matters to you.
• Looking for passionate academics looking to grow with us
• Ability to work on‑site at our Los Angeles office

• Health, dental & vision insurance
• Fitness & wellness benefits
• 401(k) retirement savings plan with company matching
• Quarterly clothing allowance

Base salary range for this role is $18–$22, and total compensation is dependent on experience.