[Hiring] Customer Love Associate @Reformation

Role Description

• Provide consistently magical customer service across all customer service channels.
• Deliver an excellent customer experience through a customer-first mindset to build long-term, loyal client relationships.
• Consistently meet and exceed performance goals.
• Be able to wear many hats (stylist, friend, personal assistant) when helping our customers shop for their next favorite item.
• Know our shipping, fulfillment, and returns procedures inside and out to help process all customer orders as efficiently as possible.
• Share customer and product feedback with internal teams such as Merchandising, Operations, and Product Development.
• Get to know the ins and outs of all aspects of the business and gain exposure to different teams.

Qualifications

• Smart, incredibly organized, and driven towards excellence.
• Passionate about Reformation’s mission and products.
• An incredibly friendly person who loves interacting with people and never loses their cool.
• Possess a high degree of empathy, judgment, patience, and level-headedness to communicate and apply our policies.
• Positive and willing to take on any task, big or small.
• Strong communication skills across all customer service channels, including email, text, and chat.
• Able to meet deadlines consistently while juggling multiple tasks; excellent with time management.
• Flexible and able to work in a constantly changing environment.
• Productive, focused work style to successfully meet case volume expectations.

Requirements

• Prior experience on an e-commerce customer service team (extra credit).
• Proficiency with Kustomer and Google Suite (extra credit).
• Availability for occasional rotating shifts in the evening, early morning, and on weekends.
• Part-Time: 8–29 hours/week, with occasional weekend shifts required.
• Full-Time: 32–40 hours/week, with occasional weekend shifts required.
• Flexible availability is especially important.

Compensation

• Anticipated wage for this position is $17.60 - $18.65 per hour, depending on various factors.
• This role may also be eligible for an annual discretionary bonus based on a range of factors.
• Compensation decisions may vary from the listed range to reflect individual circumstances and evolving business needs.

Benefits

• Employer-sponsored private medical, dental, and vision insurance.
• Commuter benefits to help support your travel to and from work.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Retirement planning support, including the option to invest in Environmental Social Governance-aligned funds.
• Access to fertility care support through Carrot, with up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment.
• Donations to community efforts on a yearly basis.
• Clothing discount and culture events (like our annual Ref Values week and Volunteer Time Off).