Customer Representative

Feetures is a family-owned performance brand headquartered in the Charlotte Metro area of North Carolina, built on one core belief: we’re all Meant to Move.

Founded in 2002 to engineer a better sock for runners and active people, we’ve grown into the #1 running sock brand in U.S. run specialty stores, with products sold in more than 40 countries through a thriving omnichannel business. While we’ve grown globally, we’ve never lost what got us here: the mindset of a family business.

Movement isn’t just what our products support — it’s how we work. We run on creativity, curiosity, and collaboration because the best results come from moving forward together. We obsess over the details, challenge convention, care deeply about our teammates and customers, and bring competitive passion to everything we do.

We’re not just making socks. We’re helping people go farther, perform better, and live more active lives. If you’re driven by purpose and excited to build something meaningful, you’ll feel right at home at Feetures.

The DTC Customer Experience Representative plays an important role on the Feetures Customer Experience team, supporting the direct-to-consumer side of our business and helping ensure every consumer interaction reflects the care, quality, and reliability of the Feetures brand.

In this role, you will support individual consumers across multiple service channels, including phone, email, and live chat. You will help answer product questions, resolve order issues, process returns and exchanges, support warranty inquiries, and guide consumers through a timely and professional service experience.

This role is a strong fit for someone who is organized, warm and approachable, pays close attention to the details, and remains steady under pressure. The right person will be able to balance empathy with accuracy, move efficiently through a high volume of consumer requests, and follow through until issues are fully resolved.

You will work closely with the Customer Experience team and cross-functional partners across ecommerce, operations, fulfillment, and product to support a consistent and high-quality consumer experience.

This role is based at our Newton, NC office, with regular on-site presence required. Candidates based in the Unifour area, including Burke, Caldwell, Catawba, and Alexander counties, are strongly preferred. Hybrid flexibility may be available, but this is not a remote-first role.

Typical business hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.

• Handle incoming and outgoing consumer contacts through phone, email, and live chat in a timely, professional, and brand-aligned manner
• Respond to consumer questions related to orders, products, shipping, returns, exchanges, warranties, promotions, and account needs
• Provide clear, accurate information to consumers while maintaining a helpful and empathetic tone
• Build positive customer relationships by listening carefully, communicating clearly, and following through on commitments
• Represent the Feetures brand with professionalism, patience, and care in every consumer interaction
• Manage all facets of consumer order support, including placing new orders, modifying existing orders, processing returns and exchanges, and providing order status updates
• Review customer order details, account information, shipping information, and payment-related activity to ensure accuracy before taking action
• Research and resolve order issues, including delivery questions, fulfillment concerns, missing or incorrect items, damaged products, and refund or exchange requests
• Identify the root cause of customer concerns, communicate next steps clearly, and ensure issues are resolved in accordance with company procedures
• Escalate complex or unresolved issues to the appropriate internal partner while maintaining ownership of the customer experience

• Field and respond to warranty-related inquiries, including product concerns, wear issues, fit questions, and exchange eligibility
• Process warranty exchanges and returns…