E-Commerce Customer Service Representative

This is an in-house, full-time position based in the Santa Barbara / Carpinteria / Ventura area.

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JOAH BROWN is a contemporary women's apparel brand focused on elevated comfort, effortless style, and a strong customer experience. We are looking for an experienced Customer Service Representative to join our in-house team and serve as a key point of contact between our brand and our customers.

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This position is ideal for someone who has experience supporting customers for an e-commerce, apparel, retail, or consumer brand and understands that great customer service requires more than simply answering questions. The right candidate is an excellent communicator, highly organized, detail-oriented, and confident handling everything from routine order questions to complex customer concerns and escalations.

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The ideal candidate is someone who:

• Takes ownership rather than simply passing problems along.

• Can confidently make decisions within established policies.

• Is comfortable handling difficult customer conversations.

• Writes clearly, professionally, and with attention to tone.

• Notices the small details that can make a big difference in the customer experience.

• Can balance speed and efficiency with thoughtful, personalized service.

• Works well independently while being a collaborative team member.

• Brings a positive, calm, and solutions-oriented attitude to the workplace.

• ‎Respond to customer inquiries through email, phone, and SMS in a timely, professional, and personable manner.

• Assist customers with orders, product questions, shipping, returns, exchanges, refunds, and other order-related issues.

• Research and resolve customer issues by reviewing order history, shipping information, inventory, and company policies.

• Manage customer complaints and escalated situations with professionalism, empathy, and sound judgment.

• Provide accurate information regarding products, sizing, availability, shipping, returns, and company policies.

• Process returns, exchanges, refunds, and other customer requests accurately and efficiently.

• Maintain detailed and accurate customer records and document customer interactions.

• Identify recurring customer issues and communicate trends or concerns to management.

• Escalate complex or high-priority issues appropriately while taking ownership of the customer experience.

• Collaborate with the e-commerce, warehouse, and other internal teams to resolve order and customer issues.

• Help identify opportunities to improve the customer experience and internal customer service processes.

• Maintain a positive, solutions-oriented approach while managing a high volume of customer inquiries.

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Schedule

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Monday–Friday, 9:00 AM–5:00 PM

‎*Additional flexibility may occasionally be required during peak seasons, major sales periods, or other high-volume periods.

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Required Qualifications

• 2+ years of professional customer service experience.
• At least 1 year of experience supporting customers in an e-commerce, apparel, retail, or consumer brand environment.
• Experience handling orders, returns, exchanges, refunds, shipping issues, and customer complaints.
• Strong written and verbal communication skills with excellent grammar and attention to detail.
• Proven ability to communicate professionally with customers, including customers who may be frustrated or upset.
• Strong problem-solving skills and the ability to independently research and resolve issues.
• Ability to manage multiple customer inquiries and priorities while maintaining accuracy.
• Strong organizational skills and attention to detail.
• Comfortable communicating with customers through email, phone, and SMS.
• Ability to work effectively in a fast-paced environment and adapt to changing priorities.
• High school diploma or equivalent.

Preferred Qualifications

• Experience with Shopify or another e-commerce platform.
• Experience with customer service platforms such as Gorgias, Zendesk, Kustomer, or similar systems.
• Experience working for an apparel, fashion, beauty, lifestyle, or direct-to-consumer brand.
• Familiarity with shipping and order-management platforms.
• Strong interest in women's fashion and the JOAH BROWN brand.

Position Details

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Full-time, In-house

Location: Santa Barbara / Carpinteria / Ventura, CA

Pay: $21.00–$23.00 per hour

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Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) with company matching
• Paid time off
• Employee discount