Customer Service Representative

We are seeking a polished, customer-focused Customer Service Representative to deliver a high-touch, concierge-level experience for an e-commerce fashion business. This is a full-time, onsite opportunity supporting a growing customer service team separate from the wholesale division.

The ideal candidate is comfortable managing customer inquiries across email, chat, and phone while helping customers find the best resolution. A key focus of the role is guiding customers toward exchanges when appropriate, rather than returns, while maintaining an exceptional brand experience.

• Employment Type: Full-time, direct hire

Key Responsibilities:

• Provide professional, personalized customer support through email, chat, and phone.
• Respond to customer questions regarding orders, products, shipping, returns, exchanges, and account needs.
• Proactively recommend exchanges and alternative solutions when appropriate to support customer satisfaction and retention.
• Process and manage orders, returns, exchanges, refunds, and shipping-related issues in accordance with company policies.
• Use Shopify, Gorgias, Apparel Magic, and related systems to document customer interactions and resolve requests accurately.
• Maintain a polished, empathetic, and solutions-oriented communication style in every customer interaction.
• Collaborate with internal teams to resolve escalated order, inventory, fulfillment, and product concerns.
• Help uphold a premium, concierge-style service standard for a luxury-oriented customer base.

Must-Have

Qualifications:

• 3+ years of customer service experience in consumer-facing environments.
• Experience supporting customers in fashion, luxury retail, high-end consumer goods, or a comparable premium brand environment.
• Hands-on experience with Shopify for order management and customer service workflows.
• Experience with Apparel Magic or a similar retail or e-commerce ERP system.
• Experience using Gorgias or comparable customer service ticketing platforms.
• Demonstrated ability to manage customer interactions through email, chat, and phone.
• Experience handling returns, exchanges, shipping concerns, and order-related issues.
• Proficiency with CRM tools, Microsoft Office, and Google Workspace.
• Excellent written and verbal communication skills with a polished, customer-first approach.
• Must be located within a commutable distance of Los Angeles, California.

Preferred Profile:

• Strong judgment and a proactive approach to resolving customer concerns.
• Ability to balance service quality, efficiency, and brand standards in a fast-paced e-commerce environment.
• Comfort working onsite as part of a collaborative, customer-focused team.
• Detail-oriented, organized, and able to manage multiple customer requests simultaneously.