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.
Role Overview
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.

Skills Required