Customer Experience Associate

Buck Mason; Emeryville (CA); On-site; USD 24,796 - 30,307; Full time

Benefits offered by this job

Health, dental & vision insurance

Fitness & wellness benefits

401(k) retirement savings plan with matching

Quarterly clothing allowance

Job summary

Buck Mason is seeking a Customer Experience team member to provide outstanding service and support, turning customers into promoters. This role involves handling customer queries via phone, email, and chat, offering tailored advice on style and fit, and utilizing data analysis tools.

The ideal candidate will excel in leadership and project management, enjoying a creative problem-solving environment. The company offers health, dental, and vision insurance, as well as fitness benefits and a 401(k) plan.

Qualifications

• Strong leadership, organizational, and project management skills.
• Creative problem solver looking for new solutions.
• Resilient and adaptable in fast-changing environments.

Responsibilities

• Serve as the first contact for all customers via phone, email, and live chat.
• Problem-solve for customer deliveries and transactions.
• Offer fit and style advice tailored to each customer’s needs.
• Track and analyze data using Excel and Google Sheets.

Skills

Leadership skills

Organizational skills

Project management

Creative problem-solving

Data analysis

Tools

Excel

Google Sheets

Job description

Here at Buck Mason, we're committed to providing our customers with an extraordinary shopping experience from start to finish. As a Customer Experience team member you will play a critical role in turning our customers into promoters while scaling and improving our daily operations. The ideal candidate is a driven, results‑oriented, self‑directed and strategic customer advocate. This person is obsessed with creating a unique interaction between each customer and the Buck Mason brand.

Responsibilities

• Serve as the first contact and on‑call resource for all customers via phone, email and live chat
• Quickly and accurately problem‑solve for any customer deliveries, transactions and experience that don't go 100% as planned
• Understand our styles and technology inside and out in order to offer fit and style advice tailored to each customer’s needs
• Use Excel and Google Sheets to track and analyze data for routine problem orders
• Analyze appropriate metrics for measuring customer experience, engagement and satisfaction
• Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible
• Partner with leadership team to create and execute new policies, procedures and client retention initiatives

Qualifications

• Strong leadership, organizational, administrative and project management skills
• A creative problem solver that looks for new solutions versus the status quo
• Flexible and resilient, comfortable with ambiguity, adaptable to fast‑changing environments
• You're serious about your grammar. The difference between you're and your matters to you.
• Looking for passionate academics looking to grow with us
• Ability to work on‑site at our Los Angeles office

What We Offer

• Health, dental & vision insurance
• Fitness & wellness benefits
• 401(k) retirement savings plan with company matching
• Quarterly clothing allowance

Base salary range for this role is $18–$22, and total compensation is dependent on experience.