Customer Success Associate Jobs

Customer Success Associate

The Opportunity

Do you want to be a part of one of America’s first beach brands? Founded in 1961 by founder Carrie Birdwell-Man, Birdwell Beach Britches maintains its rich tradition of handmade exceptionally crafted functional apparel led by its signature board shorts made of nearly indestructible Surfnyl™, providing unprecedented comfort and durability.

By bringing high-quality, functional products to the market, we allow our consumers to buy better, buying fewer items that end up in landfills, which improves our environmental footprint. In addition to contributing to sustainability through US manufacturing and building quality products, Birdwell also has ambitions of improving its sourcing of alternative materials, making better use of scrap material, and encouraging the reuse of goods wherever possible at their end of life.

Being one of the longest-standing lifestyle brands in America brings us an incredible sense of pride and responsibility to uphold our reputation and impact on our community. This role at Birdwell will be pivotal in maintaining our values, ethics, and standards while helping us transition into the future through a premier customer experience.

The Role:

The Customer Success Associate at Birdwell will impact our brand and customer experience by providing friendly and timely solutions to all inquiries. Working directly with the Customer Success Lead, the Associate will contribute to the positive culture of the Birdwell brand.

Part-Time / Hybrid 20-32 hours weekly; Monday-Thursday. Remote candidates are considered based on experience.

· Respond to incoming customer service inquiries accurately, timely, and thoughtfully.

· Maintaining a positive, empathetic, and professional attitude toward customers

· Adapting to and thriving in a dynamic environment with changing customer needs

· Quickly becoming fluent in the “Birdwell Voice,” software platforms, and common inquiries

· Efficiently utilizing multiple web apps to enter, pull, and assess customer information.

· Keeping accurate and complete records of customer interactions, transactions, comments, and complaints

· Providing key insights on customer interactions to improve the customer’s experience continuously

· Escalate key issues to the appropriate lead/supervisor

Qualifications and Requirements:

· Flexibility, including the ability to work nights, weekends, and holidays.

· Minimum one year of customer service experience in one company, preferably e-commerce consumer goods.

· Excellent written and verbal communications skills

· Proficient in working with computers and web-based applications.

· Experience with customer support systems; Zendesk is preferred.

· Familiarity with Shopify or other e-commerce platforms is an asset.

· Background in successfully handling a high volume of work professionally.

· Ability to multi-task, prioritize, and manage time effectively.

· Outgoing personality and a team player.

· Gain satisfaction from helping others.