Customer Experience Specialist

Responsibilities

• Provide quick and meaningful customer support via email, phone, chat, web submission, and social media.
• Utilize digital tools and platforms including Salesforce, Shopify, and emerging AI/CRM tools.
• Review and evaluate AI-generated customer responses for accuracy, tone, and brand alignment.
• Resolve complex issues including refunds, returns, order discrepancies, shipping claims, and escalated complaints.
• Monitor public reviews and respond constructively to maintain brand reputation.
• Collaborate with internal teams and warehouse staff to resolve inventory or shipping issues.
• Execute outbound calls to resolve customer friction and gather feedback.

Requirements

• Minimum of one (1) year of experience in customer service, contact center, e-commerce, or retail.
• High School Diploma or equivalent.
• Typing proficiency of 45+ WPM.
• Highly technologically adept with the ability to learn modern SaaS tools.
• Exceptional attention to detail and strong multitasking skills.
• Ability to work on-site at our distribution center in Santa Fe Springs, California.

Benefits

• Comprehensive health insurance (Medical, Dental, and Vision).
• 401k match with immediate vesting upon eligibility.
• Weekly catered lunches and a fully-stocked kitchen pantry.
• Summer Fridays with early departure.
• Formalized career paths for professional growth.
• Attractive employee discounts.
• Team bonding events and programs.

About the Company

Fashion Nova is the world’s leading trend-to-market fashion and lifestyle brand. Renowned for delivering the most-wanted styles to millions worldwide, we are a high-growth company with massive social media influence and a disruptive social commerce model. We pride ourselves on being an innovative, size-inclusive, and trend-setting brand.