Customer Experience Representative

Retrokid; Ajax; Remote; CAD 40,000; Full time

Job summary

Retrokid Inc. is seeking a Customer Experience Representative dedicated to enhancing customer satisfaction in the pop culture merchandise industry. In this remote or hybrid role, you'll manage customer inquiries, feedback, and all related processes to ensure a seamless customer journey as part of a rapidly growing company.

Benefits

Employee discounts on products

Flexible hours

Paid vacation and sick days

Work laptop provided

Qualifications

• 2 - 4 years customer service experience required.
• Advanced familiarity with pop culture.
• Experience with online CRM systems.

Responsibilities

• Manage all customer inquiries and issues.
• Work with external vendors and partners.
• Implement customer feedback to improve service.

Skills

Customer satisfaction

Problem solving

Communication

Attention to detail

Tools

Shopify

Gorgias

Zendesk

Excel

Job description

Customer Experience Representative – Retrokid Inc.

Full-time, remote work / hybrid

40,000 annually

Company Description :

Founded in 2019, Retrokid has quickly become one of North America’s fastest growing pop culture brands celebrating childhood memories, forgotten favourites, authentic collaborations, timeless designs, original products, and quality apparel.

Partnering with some of the industry’s biggest studios, Retrokid has seen incredible success merchandising classic brands including Sesame Street, Fraggle Rock, and The Flintstones, and has become the leading partner to re-establish forgotten brands like The Big Comfy Couch, Nanalan, and Arthur.

With a focus on elevating streetwear through premium apparel and accessories, Retrokid is poised to change the landscape with expansion into studio collaborations, live events, extended product lines, and pop-up experiences.

Job Description :

We are seeking a Customer Experience Representative to lead our inbound and outbound customer service channels including all customer inquiries, email, and feedback. With extreme growth in the pop culture apparel and collectibles space, Retrokid receives a high volume of emails and inquiries every day, and each customer must be given the utmost care. The right candidate will demonstrate a mindset of “treat every customer as if they’re our only customer” – and that’s exactly who we’re looking for.

This is a customer-facing solutions-based role, and a key focus of this position will be to solve problems and inquiries quickly, and primarily independently (but also with the support of the entire team), working with programs such as Shopify and Gorgias, by communicating with external suppliers, vendors, and shipping / logistic companies.

As our Customer Experience Representative, you thrive on making sure every customer has an incredible experience and recognize the importance of being the internal voice and champion for our customers. You believe that the sum of our strengths is greater than the individual parts and go the extra mile to ensure customer satisfaction while delivering the best possible outcome is achieved for all parties.

As a company experiencing rapid growth in the pop culture industry, this role is critical in supporting both our internal teams and external partners. From licensed apparel and collectibles to live events, your focus will be on enriching the customer journey—ensuring every interaction builds trust and delivers a seamless, memorable experience.

The Customer Experience Representative will report directly to our Operations Manager , in addition to working alongside additional departments.

Responsibilities :

• Manage and respond to all customer inquiries and / or issues within an appropriate timeframe ensuring the customer is completely satisfied
• Receive and implement customer feedback to improve quality of service
• Manage all returns and exchanges, defective and pre-order updates
• Work with external vendors, partners, and Shopify to satisfy customer inquiries
• Work directly with fulfillment department and warehouse teams to ensure all orders ship within allotted timeframe
• Champion the customer from acquisition to purchase, first time customer to loyal fan, ensuring the customer journey is efficient and seamless
• Improve, recommend and implement customer policies ensuring all external and internal processes are clear and succinct
• Proactively identify common customer issues and suggest improvements. Anticipate patterns in customer feedback to help reduce repetitive inquiries and improve overall experience.
• Be the voice of our customer in all internal meetings
• Maintain detailed and organized customer records. Ensure CRM or ticketing systems (e.g., Gorgias, Zendesk) are accurately updated for team continuity.
• Spot-check customer shipments to ensure smooth deliveries of orders
• Track and report all product issues on a monthly / quarterly basis
• In-person support at external events (comic con, pop-up events, etc.)
• Provide data-driven solutions and reports using Excel and Shopify
• Additional tasks as necessary

Requirements :

• Advanced familiarity of current and nostalgic pop culture including TV, movies, video games, toys, and events
• 2 - 4 years’ demonstrated experience in customer service role or similar
• 2+ years’ experience with Shopify or Shopify Plus
• 2+ years’ experience with online CRM systems (Gorgias, Zendesk)
• A solutions-based mindset with a knack for independent problem solving
• E-Commerce experience, while not required, is a plus
• Experience with North American shipping companies (Canada Post / USPS) considered an asset
• Exceptional verbal and written communication skills
• Ability to manage multiple projects concurrently while maintaining strong attention to detail
• Availability to respond to issues and crises outside typical business hours
• Working knowledge of Excel and Outlook
• Valid driver’s license and access to a vehicle on a weekly basis is not a requirement, but is considered an asset
• Employee discounts on all products and collections.
• Work laptop provided (Macbook).
• Paid vacation and sick days.
• Flexible hours to accommodate your life outside of work.
• Opportunities for personal growth and professional development.

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