Responsibilities
- Respond to customer inquiries via email, chat, and other support channels
- Help customers with sizing, fit, fabrics, and product comparisons
- Resolve order issues, returns, exchanges, and shipping questions with empathy and efficiency
- Represent Ornot’s brand voice in every interaction, calm, clear, and human
- Act as a guide for customers navigating our products for the first time
- Surface recurring feedback and insights to internal teams
- Help maintain high standards for response quality, tone, and consistency
- Monitor and respond to reviews
- Process returns and exchanges
Requirements
- Minimum 2 years working in a customer service environment (in person or in a remote capacity)
- Strong written communication skills, clear, friendly, and confident
- Strong sense of self managing, organization and follow-through.
- A solutions-first mindset and a genuine desire to take care of customers.
- Curiosity and willingness to deeply learn our products and materials
- Strong emotional intelligence, you can read the room, even over email
- Attention to detail without losing the bigger picture
- Ability to work independently and manage your own workload
- Comfort making judgment calls without rigid scripts
- Alignment with Ornot’s values around quality, longevity, and transparency
Nice to Have
- Experience in e-commerce or customer support platforms (Shopify, Gorgias, etc.)
- Background in apparel, outdoor, or cycling industries
- Experience in a retail setting
- Ability to translate customer feedback into actionable insights to share with Production and Marketing teams.
Additional Information
- Schedule: Tuesday–Saturday, covering EST business hours.
- Direct access to product, design, and operations teams. There’s a free flow of information, no one works on an island. We work hard, but we also have fun
