Customer Experience Specialist — Fashion & E‑Commerce

Retrofete; New York (NY); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & P

Family Leave (Maternity, Paternity)

Job summary

Retrofete is hiring a Customer Service Associate to support day-to-day customer experiences across email and phone, ensuring timely and thoughtful service. You will handle orders, shipping, returns, exchanges, and product inquiries while maintaining brand voice and high-touch interactions.

The role collaborates with eCommerce, Logistics, Retail, and Operations to resolve issues, document interactions, and improve processes.

Qualifications

• 2-3 years of customer service experience.
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail and follow-through.
• Ability to multitask and work efficiently in a fast-paced environment.
• Empathetic, solutions-oriented, and customer-first mindset.
• Familiarity with Shopify, Gorgias, or similar customer support platforms preferred.
• Team player with a positive attitude and willingness to learn.

Responsibilities

• Respond to customer inquiries across email and phone in a timely and professional manner.
• Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries.
• Ensure all customer interactions reflect the brand voice and deliver a high-touch experience.
• Escalate complex or sensitive issues appropriately.
• Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met.
• Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates.
• Accurately document customer interactions and resolutions within customer service platforms.
• Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively.
• Communicate recurring customer feedback, product concerns, or operational issues to leadership.
• Support special projects and peak business periods as needed.
• Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc.
• Identify opportunities to improve workflows and customer experience.
• Maintain strong attention to detail across all customer interactions and order management tasks.

Skills

Customer service

Communication

Organizational skills

Multitasking

Empathy

Teamwork

Tools

Shopify

Gorgias

Job description

Retrofete is hiring a Customer Service Associate to support day-to-day customer experiences across email and phone, ensuring timely and thoughtful service. You will handle orders, shipping, returns, exchanges, and product inquiries while maintaining brand voice and high-touch interactions.

The role collaborates with eCommerce, Logistics, Retail, and Operations to resolve issues, document interactions, and improve processes.