Customer Love Associate

Summary

Join Reformation, a sustainable fashion brand, as a Seasonal Customer Love Associate (remote, TX-based) and provide exceptional customer service across all channels. You will be responsible for delivering a magical customer experience, exceeding performance goals, and assisting customers with their shopping needs. You will also be involved in sharing customer feedback with internal teams and gaining exposure to different aspects of the business. This seasonal role offers both part-time and full-time options with flexible scheduling, including evenings, weekends, and holidays, to support customers during peak seasons.

Requirements

• Smart, incredibly organized, and driven towards excellence
• Passionate about Reformation’s mission and products
• An incredibly friendly person who loves interacting with people and never loses their cool
• Possess a high degree of empathy, judgment, patience, and level-headedness to communicate and apply our policies
• Positive and willing to take on any task, big or small
• Strong communication skills across all customer service channels, including email, text, and chat
• Able to meet deadlines consistently while juggling multiple tasks; excellent with time management
• Flexible and able to work in a constantly changing environment
• Productive, focused work style to successfully meet case volume expectations

Responsibilities

• Provide consistently magical customer service across all customer service channels
• Deliver and foster a culture of an excellent customer experience through a customer-first mindset to build long-term loyal client relationships
• Consistently meet and exceed performance goals
• Be able to wear many hats (stylist, friend, personal assistant) when helping our customers shop for their next favorite item
• Know our shipping, fulfillment, and returns procedures inside and out to help process all customer orders as efficiently as possible
• Share customer and product feedback with internal teams such as Merchandising, Operations, and Product Development
• Get to know the ins and outs of all aspects of the business and gain exposure to different teams

Preferred Qualifications

• Prior experience on an e-commerce customer service team
• Proficiency with Kustomer and Google Suite

Benefits

• Part-Time: 16–29 hours/week, with occasional weekend shifts required
• Full-Time: 30–40 hours/week, with occasional weekend shifts required
• Top-performing Seasonal may be offered additional hours during the winter peak season (end of November  - January), and may also be considered for permanent roles on our core team, based on business needs and individual performance