Customer Service Operations & Insights Specialist

Gentle Monster; Los Angeles (CA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Job summary

Gentle Monster in Anaheim, CA is seeking a customer service professional with hands-on phone, email, and live chat experience and strong analytical skills to support our U.S. and Canada business.

You will work with the senior customer service team and E-Commerce leadership to assist customers, monitor the external agency, and use service data to inform training and improvements. This role develops connected experiences across e-commerce, retail, RX, and PS, building SOPs, templates, and

Qualifications

• At least 2 years of hands-on customer service experience across phone, email, and live chat.
• Experience in service performance reporting and quality monitoring, plus agency coordination or training.
• Strong Excel skills, including pivot tables, lookup functions, data cleaning, reconciliation, and trend analysis.
• Ability to connect numerical data with customer feedback, investigate root causes, and recommend improvements.
• Hands-on experience using a customer service or CRM platform for case management and reporting.
• Ability to create training materials, explain processes clearly, and provide actionable feedback.
• Strong communication, professional phone handling, attention to detail, and independent follow-through.
• Availability to work fully onsite in Anaheim, Monday–Friday.

Responsibilities

• Handle customer inquiries through phone, email, and live chat, including product questions, orders, delivery, returns, and after-sales support.
• Investigate complaints and escalations, coordinating with internal teams and logistics partners to resolve cases and follow through with customers.
• Maintain accurate case records and clear handoffs between internal teams and the agency.
• Monitor agency response and resolution times, backlog, repeat contacts, customer satisfaction, and service quality.
• Validate agency reports against underlying case records; audit calls, emails, and chats for accuracy, brand voice, policy adherence, and resolution quality.
• Develop and deliver targeted training and corrective action plans based on identified gaps, then measure whether performance improves.
• Maintain SOPs, response templates, and knowledge content covering products, launches, and service procedures.
• Consolidate and reconcile customer information from Salesforce Service Cloud, agency reports, and internal records to connect interactions across channels.
• Use Excel and service reporting tools to analyze trends, investigate discrepancies, and identify recurring issues and root causes.
• Combine performance metrics with customer conversations to understand purchase barriers, service breakdowns, and unmet needs.
• Prepare concise weekly and monthly reports with findings, recommendations, and follow-up actions.
• Help build a centralized service hub connecting customer inquiries, case histories, and relevant order information across online, retail, RX, and PS.
• Help develop and launch new customer-facing service channels, workflows, and self-service options.
• Improve consistency between digital and physical touchpoints, reducing repeated explanations, conflicting guidance, and missed handoffs.
• Test new workflows, chatbot responses, and AI-to-agent handoffs; use customer feedback and service results to refine them.

Skills

Customer service

Excel

Pivot tables

Data analysis

Communication

Tools

Salesforce Service Cloud

Power BI

Tableau

Job description

Founded in 2011, IICOMBINED is the company behind GENTLE MONSTER, TAMBURINS, and NUDAKE, spanning fashion eyewear, fragrance, and dessert. Through continuous innovation, IICOMBINED develops distinctive brands that push the boundaries of design and consumer experience. GENTLE MONSTER is a global fashion eyewear brand known for its innovative collections, experimental retail spaces, and distinctive campaigns, combining creative product design with sophisticated aesthetics to shape eyewear trends worldwide.

About the Role

We are seeking a customer service professional who combines hands-on phone, email, and live chat experience with strong analytical skills to support our U.S. and Canada business.

Working closely with our senior customer service team member and E-Commerce leadership, you will support customers directly, monitor our external customer service agency, and use service data and customer feedback to develop training and improvement plans.

You will also help develop our next phase of customer-facing service, creating a more connected experience across e-commerce, physical retail, prescription eyewear (RX), and product service (PS).

Key Responsibilities

Customer Service & Case Resolution

• Handle customer inquiries through phone, email, and live chat, including product questions, orders, delivery, returns, and after-sales support.
• Investigate complaints and escalations, coordinating with internal teams and logistics partners to resolve cases and follow through with customers.
• Maintain accurate case records and clear handoffs between internal teams and the agency.

Agency Performance & Training

• Monitor agency response and resolution times, backlog, repeat contacts, customer satisfaction, and service quality.
• Validate agency reports against underlying case records; audit calls, emails, and chats for accuracy, brand voice, policy adherence, and resolution quality.
• Develop and deliver targeted training and corrective action plans based on identified gaps, then measure whether performance improves.
• Maintain SOPs, response templates, and knowledge content covering products, launches, and service procedures.

Service Analysis & Customer Insights

• Consolidate and reconcile customer information from Salesforce Service Cloud, agency reports, and internal records to connect interactions across channels.
• Use Excel and service reporting tools to analyze trends, investigate discrepancies, and identify recurring issues and root causes.
• Combine performance metrics with customer conversations to understand purchase barriers, service breakdowns, and unmet needs.
• Prepare concise weekly and monthly reports with findings, recommendations, and follow-up actions.

Customer Experience Development

• Help build a centralized service hub connecting customer inquiries, case histories, and relevant order information across online, retail, RX, and PS.
• Help develop and launch new customer-facing service channels, workflows, and self-service options.
• Improve consistency between digital and physical touchpoints, reducing repeated explanations, conflicting guidance, and missed handoffs.
• Test new workflows, chatbot responses, and AI-to-agent handoffs; use customer feedback and service results to refine them.

Required Qualifications

• At least 2 years of hands-on customer service experience, including personally handling phone calls, emails, and live chat.
• Experience in service performance reporting and quality monitoring, plus agency coordination or customer service team training.
• Strong Excel skills, including pivot tables, lookup functions, data cleaning, reconciliation, and trend analysis.
• Ability to connect numerical data with customer feedback, investigate root causes, and recommend practical improvements.
• Hands-on experience using a customer service or CRM platform for case management and reporting.
• Ability to create training materials, explain processes clearly, and provide actionable feedback.
• Strong communication, professional phone handling, attention to detail, and independent follow-through.
• Availability to work fully onsite in Anaheim, Monday–Friday.

Preferred Qualifications

• Salesforce Service Cloud experience, including reports, dashboards, and knowledge content.
• Direct experience monitoring and training an outsourced customer service agency.
• Experience improving service across e-commerce, retail, and after-sales channels.
• Familiarity with AI chatbots, service automation, or additional reporting tools such as Power BI or Tableau.
• Experience with fashion, luxury, eyewear, or other consumer brands.

Location: Anaheim, CA | Full-time, fully onsite, Monday–Friday

Benefits: Health, dental, vision, and life insurance