Ecommerce CX Specialist - DTC Retention (Onsite, Carlsbad)

Brixton, LLC.; Carlsbad (CA); Hybrid; USD 45,000 - 49,000; Full time

Job summary

Brixton LLC is seeking an Ecommerce Customer Service Representative to join our Carlsbad, CA team. You will own day-to-day customer support across email, phone, chat, and SMS, manage the Gorgias platform, and partner with warehouse, logistics, and leadership to resolve issues and drive retention.

This full-time, on-site role requires strong English communication, Shopify and Excel proficiency, and a customer-first mindset to enable loyalty and site improvements.

Qualifications

• 3 years of customer service experience, preferably in DTC ecommerce, apparel, or lifestyle brands.
• High school diploma or equivalent required; Bachelor's degree preferred.
• Excellent written and verbal communication skills in English.
• Proficiency with Shopify and Excel required; experience with Gorgias strongly preferred.
• Familiarity with Klaviyo, Return Rabbit, and AI tools (e.g., Claude) is a plus.
• Strong organizational, prioritization, and time-management skills with the ability to manage high ticket volume during peak periods.
• Customer-first mindset with a retention orientation - treats every interaction as an opportunity to build loyalty.
• Analytical ability to identify patterns in customer feedback and translate them into process and policy improvements.

Responsibilities

• Process DTC orders end-to-end from receipt through fulfillment coordination and delivery resolution, for domestic customers.
• Handles returns, exchanges, and cancellations, including saved-sale conversations that retain customers and protect revenue.
• Responds to customer inquiries across email, chat, and SMS in a timely, on-brand manner.
• Maintains Gorgias as the primary e-commerce customer service platform, including workflows, macros, tags, routing rules, and performance reporting.
• Updates customer service policies and processes as directed, ensuring alignment with retention, CX, and brand standards.
• Coordinates with warehouse, logistics, and operations teams to resolve fulfillment issues and ensure orders meet customer expectations.
• Participates in weekly staff meetings as well as marketing and ecommerce team meetings, contributing Voice-of-Customer insights and flagging recurring issues for resolution.
• Delivers a weekly summary report to the Ecommerce Team covering ticket volume, themes, saved-sale outcomes, escalations, and process improvement recommendations.
• Supports post-purchase customer communication initiatives, including review solicitation and UGC collection in partnership with the ecommerce team.
• Escalates product, fulfillment, or site issues with clear data and context to enable fast resolution by ecommerce leadership.
• Provides weekly summary and reporting on customer service metrics (tickets handled, etc.).

Skills

Customer service experience

English communication

Time management

Analytical thinking

Education

High school diploma

Bachelor's degree preferred

Tools

Shopify

Excel

Gorgias

Klaviyo

Return Rabbit

AI tools

Job description

Brixton LLC is seeking an Ecommerce Customer Service Representative to join our Carlsbad, CA team. You will own day-to-day customer support across email, phone, chat, and SMS, manage the Gorgias platform, and partner with warehouse, logistics, and leadership to resolve issues and drive retention.

This full-time, on-site role requires strong English communication, Shopify and Excel proficiency, and a customer-first mindset to enable loyalty and site improvements.