Ecomm Customer Support Associate

Please email [email protected] with the following:

• Please include your responses to the following questions.
• Salary expectations.
• Resume/ Cover Letter

What interests you about the role?

What is one of your long-term career goals?

Are you located in Los Angeles? What is your availability to start?

ECOMM CUSTOMER SUPPORT ASSOCIATE

REPORTS TO: CUSTOMER SUPPORT MANAGER

THE COMPANY

NATION LTD is a contemporary women’s wear collection with a perfectly undone aesthetic that makes fashion feel as effortless as throwing on a t-shirt. Our effortless essentials are mindfully designed in Los Angeles. We incorporate innovative fabrics, unexpected details, and eco-friendly practices to create a collection that’s beautiful, comfortable, and perfectly undone.

POSITION OVERVIEW

We are seeking a Customer Support Associate who is intelligent, self-motivated, and analytical with excellent communication skills. Our ideal candidate will have a strong desire to learn about the inner workings of an apparel brand and be eager to develop their career within NATION LTD. (Exceptional Customer Support Associates have the chance to advance within various teams at Nation. Just saying.) Our Customer Support team gains valuable insight into our products, operations, and brand narrative through firsthand interactions with customers. They’ll be responsible for providing prompt, effortless, and exceptional support while maintaining a composed and friendly demeanor, and be internal advocates for our customers. Ultimately, our Customer Support Associate plays a vital role in our mission to understand our customers, optimize their experience, and drive growth. This position will be full time, remote to start.

RESPONSIBILITIES

·Deliver transformational customer experiences across all channels (phone, email, text, chat, and social media)

·Exceed customer expectations by developing creative solutions to problems and working across team to solve them

·Cultivate relationships with our customers, assisting with product selection and answering questions regarding fit, suggest various product options that are available. Must know the line thoroughly and be comfortable with suggestive selling

·Ability to wear many hats (stylist, friend, personal assistant) when helping customers

·Respond to customer web inquiries regarding online merchandise orders (tracking information, product information, issuing returns, etc)

·Facilitate feedback loop with other internal teams such as Production, Design, Merchandising

·Document customer problems and determine any trends in issues

·Maintain order edit log

·Adhoc eComm assistant related duties as needed

REQUIREMENTS

REQUIREMENTS

·Minimum of 1 year of experience in eCommerce customer service/DTC, or at least 2 years of experience in consumer-facing contemporary retail.

·Intelligent, highly organized, and committed to delivering exceptional results.

·Deeply passionate about fashion and sustainability.

·Enthusiastic about working in a rapidly expanding company.

·A warm and friendly individual who enjoys engaging with people and remains composed under pressure.

·Positive and willing to tackle tasks of any size.

·Proficient at meeting deadlines, multitasking, handling multiple projects simultaneously, and collaborating effectively within a team.

·Demonstrates adaptability and the ability to thrive in a dynamic environment.

·Outstanding communication skills (both written and verbal), with the capacity to explain/recommend new customer service processes, platforms, or tools clearly and succinctly.

·Familiarity with Nation's preferred tone of voice, utilizing it consistently across all customer interactions.

OTHER

·Full benefits including healthcare, PTO, 401k, and a seasonal clothing allowance

·This position will be full time, Monday-Friday, 8-5 PT, remote to start

·Compensation will be based on experience, with the ability to grow (range $40,000-$48,000)