Senior Customer Advocate

About The Role

We’re looking for a thoughtful, resourceful, and people-first Customer Experience Specialist to join our team. You’ll be the voice in helping customers navigate product questions, solve order or delivery issues, and feel taken care of throughout their journey with us.

This role is more than just support; it's about relationship building. Our customers are often investing in their homes, creating spaces to gather, relax, and entertain. We want their experience with us to feel just as considered as the product they’re receiving.

What You’Ll Do

• Respond to customer inquiries via email, chat, and phone with empathy, accuracy, and a solutions-first mindset
• Provide pre-purchase guidance on products, dimensions, configurations, and materials
• Troubleshoot post-purchase issues like multi-package shipments, product assembly, missing parts, or delivery hiccups
• Coordinate with our internal teams (ops, logistics, warehouse) and partners to resolve escalations
• Track common questions and share feedback that can improve our product or experience
• Maintain product knowledge to confidently answer questions and stay updated as our line evolves
• Support warranty and replacement workflows, and ensure our policies are applied consistently and fairly
• Represent our brand in tone, professionalism, and customer-first mentality

Requirements

Who You Are

• You have 3+ years of experience in a customer support or CX role, ideally with a DTC brand
• You’re an excellent written and verbal communicator—clear, warm, and patient. Very proficient in English.
• You’re proactive and organized, able to manage multiple customer threads at once without dropping the ball
• You’re comfortable solving issues independently, but also know when to escalate
• You care deeply about delivering a premium customer experience and understand how it ties to our brand
• Bonus: Experience using tools like Extensiv (Skubana) & Shopify.

Nice To Haves

• Experience working with a remote or global team
• Familiarity with outdoor furniture or home goods
• A knack for troubleshooting product assembly or logistics