Customer Experience Associate

About KIN:

KIN Apparel is a growing startup revolutionizing hair care with fashion and inclusion. Our mission is to make innovative and inclusive products with integrity and to foster a community with no boundaries. We strive to provide an experience that exceeds every customer’s expectations. We do so by upholding our core values—excellence, integrity, education, and community. We’re seeking an ambitious, detail oriented and highly motivated Customer Experience Associate who will be responsible for helping our Head of CX with day-to-day operations.

What You’ll Do:

  • This is a part-time, seasonal role (25 hours/week) for a mid-level CX Associate.
  • You will work 5 days a week, with some hours during the weekend (only a few!).
  • Manage the CX daily inbox and respond to all customer inquiries across email and social channels with a high level of empathy and curiosity that highlights our commitment to our KINfolk.
  • Troubleshoot any order or fulfillment related issues as they arise efficiently and effectively.
  • Develop and execute customer experience initiatives to drive engagement and loyalty, and contribute to the growth of the business.
  • Work closely with cross-functional teams including operations, product, and marketing to identify and remove obstacles in the customer journey and recommend improvements to elevate the customer experience.
  • Develop a solid understanding of our products and customer base to make the best recommendations for our KINfolk and team.
  • Be flexible – you’ll have a solid foundation of the e-comm/DTC world and won’t be afraid to add some bullet points as needs arise (within your set hours, of course!).

What You’ll Bring:

  • A minimum of 2 years of experience in customer experience and community, preferably in a startup environment at an e-commerce/DTC brand
  • Working knowledge of Gorgias, Shopify, Loop Returns, Okendo, Slack, Google (amongst some others)
  • Must be comfortable working directly with our 3PL as needed, having a general understanding of 3PL dashboards
  • Openness to feedback, with a willingness to learn and improve
  • Enthusiasm for connecting with KINfolk, reflecting the brand’s commitment to authentic relationships within the community
  • Curiosity, kindness, and compassion for customers’ needs and concerns, fostering a supportive and inclusive atmosphere
  • Strong problem-solving skills and the ability to work independently and efficiently in a remote environment
  • Excellent communication skills, both verbal and written, with the ability to effectively convey information and resolve issues

What You’ll Earn:

  • This is a part-time, seasonal role with potential to join the team officially in February 2024. You will work 25 hours/week. Our compensation range is $23-$25/hr depending on experience.
  • This is a great opportunity to join a small start-up and get hands-on experience that will shape your future growth.
  • This is a collaborative team – we all learn from each other, so you will be able to experience other areas of the business. We encourage curiosity and are passionate about learning and growing.
  • Our team is fully remote. You must be based in the US for payroll purposes.
  • You will have limited PTO.


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