Job Description

Location: Remote
Schedule: Full-time | Monday to Friday | PST
Department: Customer Experience

About Kitsch

Kitsch is a fast-growing, female-founded beauty & accessories brand committed to creating high-quality, sustainable, and thoughtfully designed products that bring everyday luxury to customers around the world. From heatless curling sets to hair accessories, skincare tools, and self-care essentials, we focus on innovation, inclusivity, and exceptional customer experience.

As we continue to scale our global e-commerce presence, we’re looking for a Customer Service Representative who is passionate about customer happiness, problem-solving, and delivering a world-class brand experience.

The Customer Service Representative will be the front line of communication for Kitsch customers. This role requires someone highly organized, empathetic, proactive, and comfortable working in a fast-paced digital environment. You will resolve customer inquiries, manage order-related issues, coordinate with internal teams, and ensure every customer interaction reflects our brand values: kindness, quality, and care.

This is a high-impact role supporting brand loyalty and contributing directly to customer satisfaction and retention.

Responsibilities

Customer Support & Communication

• Respond to customer inquiries across email, chat, and social channels with accuracy, warmth, and brand-consistent tone.
• Troubleshoot issues related to orders, shipping, returns, product questions, and account concerns.
• Maintain high-resolution rates and customer satisfaction scores (CSAT/NPS).

Order & Logistics Coordination

• Work closely with fulfillment and logistics teams to resolve shipping delays, damaged items, or missing packages.
• Manage returns, exchanges, replacements, and refunds following internal policies.
• Monitor order discrepancies and proactively flag recurring issues.

Brand Knowledge & Product Support

• Stay updated on all Kitsch products, launches, promotions, and policies.
• Provide clear, friendly product guidance and recommendations tailored to customer needs.
• Escalate any recurring quality issues or customer insights to the product and operations teams.

Process Optimization & Collaboration

• Document cases, workflows, and solutions in our CRM system (e.g., Gorgias, Zendesk, or similar).
• Identify patterns in customer feedback to propose improvements for product, website UX, or CX processes.
• Collaborate with marketing, e-commerce, and operations on cross-functional initiatives.

Requirements

Qualifications

Required

• 1–3 years of experience in Customer Support or Customer Experience—ideally in e-commerce, beauty, wellness, or consumer goods.
• Exceptional written communication skills with the ability to adapt tone to the Kitsch brand voice.
• Experience with helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk).
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize in a fast-moving environment.
• Empathy-driven, patient, and customer-obsessed.
• Strong English skills (C1+).

Nice to Have

• Experience in beauty, accessories, or lifestyle brands.
• Familiarity with Shopify or other e-commerce management platforms.
• Experience handling social media customer interactions.
• Background in retention, upselling, or customer insights.

Success in This Role Looks Like:

• High customer satisfaction scores (CSAT/NPS).
• Fast and accurate resolution times.
• Positive customer feedback about tone, empathy, and helpfulness.
• Consistent alignment with Kitsch’s brand values and voice.
• Proactive identification of issues and solutions.