Ecommerce & Customer Experience Specialist (Hourly)

Apparis; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

APPARIS is a contemporary fashion and lifestyle brand based in New York City, seeking an Ecommerce & Customer Experience Specialist to support the busiest season. The role spans daily website operations, marketplace management, and order fulfillment, with a focus on elevating the customer shopping experience.

The ideal candidate communicates clearly, stays highly organized, and is passionate about fashion.

Qualifications

• Experience in ecommerce, customer service, luxury retail or fashion.
• Fluent English; French language proficiency preferred.
• Excellent written and verbal communication with strong attention to detail.
• Proactive, customer-first mindset with ability to multitask.
• Familiarity with Shopify or marketplace operations is a plus.

Responsibilities

• Manage daily customer inquiries via email and service channels.
• Assist customers with product inquiries, sizing, shipping, returns, exchanges, and order updates.
• Proactively improve customer experience and resolve issues.
• Support VIP outreach, styling services, product recommendations, and exclusive offers.
• Assist with ecommerce operations: order management, refunds, and marketplace listings.

Skills

Fluent English

French proficiency

Excellent communication

Organized

Problem solving

Customer-focused

Tools

Shopify platform

Farfetch system

Job description

ABOUT APPARIS

APPARIS is a contemporary fashion and lifestyle brand based in New York City, known for its bold aesthetic, innovative materials, and modern approach to luxury. With a growing global presence, APPARIS is committed to delivering an elevated customer experience across every touchpoint.

JOB DESCRIPTION

APPARIS is seeking a detail-oriented, organized, and proactive Ecommerce & Customer Experience Specialist to join our team during our busiest season.

This role will support the Ecommerce team across customer experience, daily website operations, marketplace management, and order fulfillment. Beyond day‑to‑day customer support, this position will take a proactive approach to strengthening customer relationships, anticipating customer needs, and identifying opportunities to elevate the overall shopping experience.

The ideal candidate is an excellent communicator, highly organized, and passionate about fashion, with strong attention to detail and a solutions-oriented mindset.

KEY RESPONSIBILITIES

Customer Experience & Client Relations

• Manage daily customer inquiries via email and other service channels, ensuring timely, thoughtful, and professional responses.
• Assist customers with product inquiries, sizing, availability, shipping, returns, exchanges, and order updates.
• Take a proactive approach to customer experience, anticipating customer needs, identifying potential issues before they arise, and implementing thoughtful solutions.
• Support personalized VIP customer outreach, styling services, product recommendations, and exclusive offerings to strengthen customer relationships and encourage repeat purchases.
• Identify opportunities to improve customer satisfaction, streamline processes, and deliver a consistent, elevated experience across all customer touchpoints.
• Troubleshoot customer concerns and resolve issues efficiently, escalating complex cases when necessary.

Ecommerce Operations & Marketplace Support

• Support day-to-day Ecommerce operations across APPARIS' global online stores, including Shopify order management, refunds, exchanges, and cancellations.
• Coordinate with warehouse and fulfillment partners to resolve shipping delays, delivery issues, and order discrepancies.
• Assist with seasonal collection launches, including product uploads, imagery, descriptions, pricing, and inventory updates.
• Support the launch and ongoing management of third-party marketplaces, including Farfetch, ensuring accurate product listings, inventory, and order fulfillment.

Ecommerce Optimization & Special Projects

• Proactively identify opportunities to improve Ecommerce and customer service workflows, increasing efficiency and enhancing the overall shopping experience.
• Monitor recurring customer feedback and translate insights into actionable improvements.
• Assist with Ecommerce reporting, administrative tasks, and other cross-functional projects as required.

REQUIREMENTS

• Previous experience in Ecommerce, customer service, luxury retail, or fashion preferred.
• Fluent in English, with French language proficiency strongly preferred.
• Excellent written and verbal communication skills with strong attention to detail.
• A proactive, customer-first mindset with the ability to anticipate needs and identify opportunities to improve the customer experience.
• Highly organized, adaptable, and able to manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving skills and a solutions‑oriented approach.
• Comfortable working independently and collaboratively within a small team.
• Familiarity with Shopify, customer service platforms, or marketplace operations (such as Farfetch) is a plus.
• A strong interest in fashion, styling, and contemporary luxury brands.
• Must be available to work during the Black Friday / Cyber Monday (BFCM) period, including peak promotional days.