Customer Service

E-Commerce Customer Service Representative

This is an in-house, full-time position based in the Santa Barbara / Carpinteria / Ventura area.

JOAH BROWN is a contemporary women's apparel brand focused on elevated comfort, effortless style, and a strong customer experience. We are looking for an experienced Customer Service Representative to join our in-house team and serve as a key point of contact between our brand and our customers.

This position is ideal for someone who has experience supporting customers for an e-commerce, apparel, retail, or consumer brand and understands that great customer service requires more than simply answering questions. The right candidate is an excellent communicator, highly organized, detail‑oriented, and confident handling everything from routine order questions to complex customer concerns and escalations.

The ideal candidate is someone who:

• Takes ownership rather than simply passing problems along.
• Can confidently make decisions within established policies.
• Writes clearly, professionally, and with attention to tone.
• Notices the small details that can make a big difference in the customer experience.
• Can balance speed and efficiency with thoughtful, personalized service.
• Works well independently while being a collaborative team member.
• Brings a positive, calm, and solutions‑oriented attitude to the workplace.
• Respond to customer inquiries through email, phone, and SMS in a timely, professional, and personable manner.
• Assist customers with orders, product questions, shipping, returns, exchanges, refunds, and other order‑related issues.
• Research and resolve customer issues by reviewing order history, shipping information, inventory, and company policies.
• Manage customer complaints and escalated situations with professionalism, empathy, and sound judgment.
• Provide accurate information regarding products, sizing, availability, shipping, returns, and company policies.
• Process returns, exchanges, refunds, and other customer requests accurately and efficiently.
• Maintain detailed and accurate customer records and document customer interactions.
• Identify recurring customer issues and communicate trends or concerns to management.
• Escalate complex or high‑priority issues appropriately while taking ownership of the customer experience.
• Collaborate with the e‑commerce, warehouse, and other internal teams to resolve order and customer issues.
• Help identify opportunities to improve the customer experience and internal customer service processes.
• Maintain a positive, solutions‑oriented approach while managing a high volume of customer inquiries.

Schedule

Monday–Friday, 9:00 AM–5:00 PM

* Additional flexibility may occasionally be required during peak seasons, major sales periods, or other high‑volume periods.

Required Qualifications

• 2+ years of professional customer service experience.
• At least 1 year of experience supporting customers in an e-commerce, apparel, retail, or consumer brand environment.
• Experience handling orders, returns, exchanges, refunds, shipping issues, and customer complaints.
• Strong written and verbal communication skills with excellent grammar and attention to detail.
• Proven ability to communicate professionally with customers, including customers who may be frustrated or upset.
• Strong problem‑solving skills and the ability to independently research and resolve issues.
• Ability to manage multiple customer inquiries and priorities while maintaining accuracy.
• Strong organizational skills and attention to detail.
• Comfortable communicating with customers through email, phone, and SMS.
• Ability to work effectively in a fast‑paced environment and adapt to changing priorities.
• High school diploma or equivalent.

Preferred Qualifications

• Experience with Shopify or another e‑commerce platform.
• Experience with customer service platforms such as Gorgias, Zendesk, Kustomer, or similar systems.
• Experience working for an apparel, fashion, beauty, lifestyle, or direct‑to‑consumer brand.
• Familiarity with shipping and order‑management platforms.
• Strong interest in women's fashion and the JOAH BROWN brand.

Full-time, In-house

Location:

Santa Barbara / Carpinteria / Ventura, CA
Pay: $21.00–$23.00 per hour

• Health insurance
• Vision insurance
• 401(k) with company matching
• Paid time off