Note: The job is a remote job and is open to candidates in USA. Studs is a category-defining ear piercing and earring brand that connects ear piercing, aftercare, and earring shopping through an end-to-end Earscaping® experience. The Part-Time Retail Operations and Customer Experience Associate will support retail field teams, resolve customer inquiries and escalations, coordinate service recovery, and contribute to customer experience reporting and operational improvements.
Responsibilities
- Supports Studs Studios by communicating directly with Retail teams to resolve issues that arise in Studios, both in the moment and retroactively via email
- Acts as a liaison between the Retail field team and customers on day-to-day operations, including but not limited to appointment scheduling, appointment modifications, point-of-sale assistance, and customer follow-up
- Supports Studio teams by resolving frequently asked questions and operational challenges in partnership with field managers and cross-functional teams
- Partners directly with Studio teams and customers to execute service recovery when necessary, ensuring a consistent and high-quality customer experience
- Supports new Studio openings by coordinating customer experience readiness, including maintaining accurate store information across customer-facing platforms and preparing customer communications
- Delivers exceptional customer service by resolving inquiries and issues across email, text, and social channels using relevant systems and tools
- Meets or exceeds all service level agreements (SLAs) as defined by Retail Leadership
- Acts as a liaison to support ecommerce-related customer requests in partnership with fulfillment and warehouse teams
- Responds to customer feedback, including Google and Yelp reviews, as needed
- Utilizes Zendesk, Shopify, and other customer-facing platforms to efficiently investigate, resolve, and document customer inquiries
- Uses appropriate escalation paths when necessary and partners with internal stakeholders to drive timely resolution
- Supports customer experience reporting by maintaining data accuracy, identifying trends, and surfacing actionable insights from customer interactions and Retail field feedback
- Assists with recurring CX reporting and operational analysis to help inform business decisions and improve the customer journey
- Provides insights from one-on-one customer communication and Retail field feedback to identify opportunities for process improvements, training, and service enhancements
Skills
- 2+ years of experience in customer experience, customer service, retail operations, or a related field
- Must be available to work Wednesdays, Fridays, and Saturdays each week
- Expected to work approximately 18 hours per week, with flexibility to take on additional shifts up to 29 hours per week as needed
- Exceptional communication skills and writing proficiency, with the ability to create customer-facing communications and update internal resources
- Comfortable working in Zendesk, Shopify, and appointment scheduling platforms; ability to quickly learn new systems and tools
- Driven, creative problem solver who consistently acts with integrity and is comfortable speaking up and identifying opportunities for improvement
- Owner's mindset, with the ability to approach feedback, ambiguity, and challenges with a positive, solutions-oriented attitude
- Experience interpreting customer service metrics and reporting is a plus
- Salon, beauty, wellness, or personal services experience is a plus
Benefits
- Paid Safe & Sick Leave Accrual
- FSA Health and Commuter Tax-Advantaged Accounts
- 401(k) Retirement Savings Plan
- Exclusive Employee Discounts on Piercings and Jewelry (we’ve got your friends and family covered too!)
- Initial 2-week training will take place in our NYC HQ office, then Remote
Company Overview