Customer Service Representative

AZAZIE stands as the leading direct-to-consumer (DTC) e-retailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order.

Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.

Azazie is looking for a self‑motivated and driven Customer Service Representative to join our growing team! In this role you will be responsible for providing a positive and efficient customer experience by educating customers on product knowledge, policies, and services. We are seeking top talent candidates that are highly engaged with our customers by productively providing solutions in response to questions, concerns, and complaints through our chat, phone, and email channels.

We are only recruiting local candidates at this time to accommodate an in‑person schedule. The employee will come into the San Jose location 4 times a week.

• Monday – Friday, 8 AM – 5 PM

• Proactively monitor and de‑escalate situations involving unhappy customers by clarifying the information, communicating best next steps, and providing solutions within 24–48 hours.
• Respond efficiently and accurately to customers, showing AZAZIE cares, listening to concerns, and ensuring a memorable experience when shopping with us.
• Navigate knowledge‑base platforms including AI Intercom, Company Website, Content Management System, ERP, and Happy Returns.
• Maintain strong attention to detail, ensuring accuracy in information provided and in recording customer details to maintain satisfaction and resolve issues effectively.
• Demonstrate competency and initiative to meet and exceed department metrics and individual performance goals.
• Utilize software, databases, and tools appropriately to provide exceptional customer service in our DTC industry.

• Analytical, problem‑solving, and critical thinker.
• Ability to manage multiple communication channels, tickets, and customer conversations with empathy.
• Team player willing to take initiative to support customers, other agents, and supervisors.
• Adaptability to thrive in a fast‑paced, ever‑changing work environment.
• Knowledge of AZ CS policies, procedures, and SOPs for our customers.
• Positive attitude, desire to learn, and share ideas in a collaborative environment.
• Clear and concise communicator in customer interactions and across departments.
• Ability to build positive, long‑term customer relationships reflected in survey results.
• Customer‑focused with strong interpersonal and tech‑savvy skills.

• Customer Service
  
  Experience:
  
  1 year (Preferred)
• Fluency in English. Additional languages (Spanish, Mandarin, French) are a bonus.
• Experience with AI Intercom, Slack, or other CRM software is a plus.
• Excellent written and oral communication skills.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) and Google Docs.
• Customer‑focused with mastery of customer service skills.
• Ability to manage multiple tasks simultaneously.
• Benefits: 100% Medical, Dental, Vision, Life insurance after 60‑day probation.
• Paid vacation days and sick leave.
• Paid Holidays + Floating Holidays.
• 401(k).
• Free snacks and drinks in office.
• Company engagement events.
• Monthly departmental CS appreciation lunches.

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to touch, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required include close, distance, and color vision.

Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.