CX Agent (Customer Service)

About Us: At wool&, our mission is simple—create the most practical and wearable items in your wardrobe, designed with sustainability and versatility in mind. We’re a passionate and growing team based in Portland, OR, challenging the "more is better" mindset. We believe in fewer, high-quality items that stand the test of time.

About the Role: We’re looking for a Customer Service Agent with a knack for problem-solving and a passion for delivering exceptional customer experiences. In this role, you’ll be the primary point of contact for our customers, addressing inquiries, processing orders, and handling product-related questions. You'll also work closely with our fulfillment and warehouse teams to ensure smooth operations and resolve any customer concerns related to shipments or returns.

If you enjoy building relationships, thrive in a dynamic environment, and can keep your cool under pressure, this role is for you. We’re seeking someone who is organized, empathetic, and passionate about our brand’s mission.

Key Responsibilities:

• Maintain a working knowledge of current CX processes and procedures
• Provide timely and thoughtful responses to customer inquiries via email, phone, and chat.
• Assist customers with product selection, order processing, and tracking.
• Handle product returns, exchanges, and refunds in coordination with our warehouse team.
• Investigate and resolve customer complaints or issues, ensuring a positive outcome.
• Collaborate with the CX Team and cross functional partners to improve customer experiences and streamline processes.
• Maintain accurate customer tags and order details using Gorgias to ensure effective issue tracking and resolution.
• Identify opportunities to surprise and delight customers through exceptional service.

About You:

• 1+ year of experience in customer service, preferably in an ecommerce environment.
• Excellent written and verbal communication skills.
• Strong attention to detail, with the ability to manage multiple tasks at once.
• Proficiency with online tools like Gorgias, Google Workspace, Asana, and Slack.
• A problem-solver who can think on their feet and is resourceful in finding solutions.
• You’re comfortable working independently, but also a team player who can collaborate across departments.
• Passion for sustainability, thoughtful consumerism, and customer-first service.

What We Offer:

• Competitive salary
• Comprehensive healthcare benefits
• Simple IRA retirement plan with company match
• Paid time off
• Disability insurance
• Family leave plan
• Quarterly product stipend and employee discount
• A close-knit, collaborative, and inclusive work environment
• Regular team lunches and events to foster team spirit and connection

Work Hours & Office Environment:

This is a full-time, salaried position, with a schedule of 40 hours per week. You will work three days in our Portland office from 9:00 AM to 5:30 PM, and two days remotely from home, allowing for a blend of in-person collaboration and work-life flexibility.

We offer a supportive and inclusive office environment where teamwork and collaboration are highly valued. Our workspace is designed to foster creativity and connection, with regular team lunches and events to promote a positive work culture.

The salary for this role ranges from $45,000 to $48,000, depending on experience and qualifications.

How to Apply: If you’re ready to join a team that’s passionate about changing how people think about their wardrobes, apply today by filling out our form

wool& CX Agent Application