Ecommerce Customer Experience Specialist

Vaco by Highspring; Carlsbad (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Vaco by Highspring is seeking a Customer Service Representative to support our Ecommerce team in Carlsbad, CA. You will handle the full DTC order lifecycle, resolve issues, and deliver exceptional customer experiences across email, phone, chat, and SMS.

The role requires 3+ years in ecommerce customer service, strong communication, and proficiency with Shopify, Excel, and Gorgias. Klaviyo, Return Rabbit, and Claude AI familiarity are a plus, with potential for long‑term growth.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred.
• 3+ years of customer service experience, preferably supporting DTC ecommerce, apparel, lifestyle, or consumer products brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.
• Strong organizational, multitasking, and time‑management skills.
• Ability to manage high inquiry volumes while maintaining exceptional service standards.
• Experience analyzing customer feedback and identifying process improvements.
• Customer‑first mindset with strong problem‑solving abilities.

Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and elevate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post‑purchase customer engagement initiatives, including reviews, retention efforts, and user‑generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Skills

Customer service

Shopify

Gorgias

Klaviyo

Return Rabbit

Claude AI

Communication

Time management

Multitasking

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft Excel

Return Rabbit

Job description

Vaco by Highspring is seeking a Customer Service Representative to support our Ecommerce team in Carlsbad, CA. You will handle the full DTC order lifecycle, resolve issues, and deliver exceptional customer experiences across email, phone, chat, and SMS.

The role requires 3+ years in ecommerce customer service, strong communication, and proficiency with Shopify, Excel, and Gorgias. Klaviyo, Return Rabbit, and Claude AI familiarity are a plus, with potential for long‑term growth.