Customer Experience Specialist

About the Role

The Customer Experience Specialist is a full-time, remote role based in the Los Angeles Metropolitan Area. This role is responsible for engaging directly with customers via email, chat, phone, and social channels to resolve inquiries, provide product guidance, and ensure a seamless shopping experience.

Key Responsibilities

• Handling order and shipping questions.
• Processing returns and exchanges.
• Documenting and troubleshooting product or service issues.
• Escalating complex cases when needed.
• Capturing customer feedback.
• Collaborating with operations and marketing teams to improve processes.
• Maintaining accurate records in customer support systems.
• Supporting brand loyalty by delivering consistent, empathetic service.
• Representing Wolf & Shepherd’s values in every interaction.

Requirements & Tech Stack

• Customer service and support skills, including problem-solving, conflict resolution, and client relationship management.
• Communication skills in written and verbal formats, with the ability to explain product details clearly and professionally.
• Organizational and time management skills to handle multiple inquiries, prioritize tasks, and meet response-time goals.
• Comfort with digital tools such as customer support platforms, e-commerce systems, and basic office software.
• Attention to detail and accuracy in processing orders, returns, and customer account information.
• Ability to work on-site, collaborate with cross-functional teams, and adapt in a fast-paced retail and e-commerce environment.

Qualifications

• Previous experience in customer experience, retail, footwear, or direct-to-consumer brands is beneficial.
• High school diploma or equivalent required.
• Additional education in business, communications, or related fields is a plus.