Customer Service Associate

About Us

We are a purpose-driven apparel company creating the clean, comfortable basics for the whole family. Our products - from GOTS-certified organic cotton underwear to RWS-certified merino wool socks - are designed for sensitive skin and made ethically in Portugal and India. Every pair purchased helps feed a child in need. We have donated more than 450,000 school meals to date!

We’ve grown into a trusted brand among families seeking truly clean clothing, and now we’re ready to expand our footprint in the wholesale and specialty retail market.

Position Overview

We are looking for a Customer Service Agent to support our team by helping customers feel heard, supported, and delighted in every interaction. This role is central to maintaining our reputation for warmth, transparency, and brand care. You will handle inquiries across email, chat, and third-party platforms (such as Amazon and marketplaces), resolve issues efficiently, and ensure customers receive accurate and thoughtful responses.

We are a small team (4 full-time and 3 part-time staff), so the ideal candidate is self-directed, empathetic, resourceful, and aligned with our values of sustainability, transparency, and exceptional customer experience.

Key Responsibilities

Customer Support & Communications

• Respond promptly (less than 24 hours) and professionally to customer inquiries via email, chat, and other support platforms.
• Provide thoughtful resolutions on orders, returns, product questions, size guidance, delivery issues, and general concerns.
• Maintain up-to-date knowledge of product features, new releases, policies, and promotions to ensure accurate responses.

Order Issue Handling

• Coordinate with fulfillment teams and carriers to resolve delayed, missing, or damaged shipments.
• Assist customers with exchanges, returns, and store credit or refund processing.

Customer Experience & Quality Feedback

• Identify recurring customer issues and escalate trends to management on a weekly basis.
• Gather and communicate product, fit, and service insights to internal teams to help improve offerings and user experience.
• Log products (SKUs and lots) for items that may require further investigation such as re-barcoding, sizing check, manufacturing QC check, etc.
• Maintain accurate ticket histories and documentation.

Marketplace & Platform Support

• Manage customer communications on Amazon and other third-party platforms with fast response times and high CSAT focus.
• Ensure resolution and follow-up meet platform policy requirements.

Qualifications

• Experience using Richpanel, Shopify and ShipHero in a similar role (mandatory requirement).
• Experience in customer service, customer care, or order support— in e-commerce or consumer products.
• Exceptional written communication skills (English): warm, clear, and solution-oriented.
• Strong organizational skills with high attention to detail, accuracy, and follow-through.
• Comfort navigating multiple systems such as CRM tools, email inboxes, and order dashboards (e.g., Shopify).
• Proactive mindset with the ability to independently resolve issues and prioritize tasks effectively.

Nice to Have

• Understanding of apparel sizing and fit challenges for consumers.

Why Join Our Team

• Be part of a fast-growing, women-led, purpose-driven brand redefining “clean clothing.”
• Work directly with the executive team on maximizing operational efficiency..
• Flexible remote or hybrid role with an opportunity to make a measurable impact.
• Competitive compensation with performance incentives.
• Every sale you help generate contributes to our mission - over 450,000 meals donated to date.