Customer Service Associate

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

Benefits offered by this job

Health Care Plan

Retirement Plan

Paid Time Off

Family Leave

Job summary

Retrofête in New York is seeking a Customer Service Associate to support daily customer experiences across email and phone, ensuring timely, thoughtful, solutions-focused service. You will handle orders, shipping, returns, exchanges, product information, and post-purchase support, using Gorgias and Shopify, and collaborate with eCommerce, logistics, and operations to resolve issues.

With 2–3 years in fashion or DTC retail, strong written and verbal communication, and a customer-first mindset,

Qualifications

• 2–3 years of customer service experience in fashion, luxury, lifestyle, or DTC retail.
• 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.

Skills

Communication skills

Organized

Empathetic mindset

Multitasking

Team player

Tools

Shopify

Gorgias

Job description

heCustomer Service Associatewill support the day-to-day customer experience across all channels, ensuring timely, thoughtful, and solutions-focused service, always keeping our customer experience top of mind.

Responsibilities

Customer Support

• 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 & Ticket Management

• 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.

Cross-Functional Partnership

• 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.

Systems & Process Support

• 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.

Qualifications

• 2-3 years of customer service experience, preferably within fashion, luxury, lifestyle, or DTC retail.
• 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.

• Salary Range: $26.00-$30.00/hr DOE
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)