Customer Experience Specialist

Remote Customer Experience (CX) Specialist

About Thirty-One Jane

Thirty-One Jane is a curated contemporary women’s boutique based in Charlotte, NC, born out of a love for New York street style and the thrill of the fashion hunt. We cater to the busy modern woman with high-quality, edgy, and fresh wardrobe essentials from premium labels. We are looking for a remote champion to translate our high-touch, warm, in-store lounge experience into an exceptional online digital journey.

Role Overview

As our Remote Customer Experience (CX) Specialist , you will be the primary voice of our brand for our global online community. This role goes far beyond answering basic emails; you will guide our customers through their entire shopping journey. You will handle everything from tracking logistics and managing returns to providing personalized sizing advice and styling tips. Your goal is to deliver a warm, seamless, and upscale boutique experience directly to our customers' screens.

Primary Responsibilities

• Omnichannel Support: Resolve inquiries regarding orders, tracking, shipping, and exchanges across all digital channels (email, live chat, and social media DMs).
• Fit & Sizing Consultation: Guide customers on sizing, fabrics, and fit profiles for our curated premium denim, dresses, and essentials to reduce return rates.
• Returns & Exchange Logistics: Process e-commerce returns, exchanges, and store credits efficiently while troubleshooting automated warehouse or courier delays.
• Customer Advocacy: Monitor common customer pain points and collaborate with our operations team to improve the online shopping experience.
• Brand Voice Champion: Maintain a warm, welcoming, and professional tone that mirrors a luxury, high-touch boutique lounge.

Qualifications & Skills

• Experience: 1–3 years of experience in e-commerce customer support, preferably within retail, fashion, or consumer goods.
• Tech-Savvy: Strong familiarity with Shopify and e-commerce helpdesk ticketing tools (such as Gorgias, Zendesk, or Gladly).
• Communication: Exceptional written communication skills with the ability to write in a punchy, warm, and highly professional tone.
• Problem-Solving: A resourceful, positive attitude capable of turning a shipping mistake or delay into a positive, loyal customer interaction.
• Organization: Highly organized with the ability to manage multiple open chat queues and email folders simultaneously in a remote environment.

Compensation & Perks

• Salary Range: $40,000 – $55,000 / year (or $20 – $26/hr contingent on experience)
• Work Structure: 100% Remote (Flexible scheduling/weekend coverage options available)
• Generous employee clothing discount and wardrobe perks.