Ecommerce Customer Experience Specialist

1 week ago

Los Angeles, United States Via Via Full time
About VIAVIA

We're VIAVIA. We're utilizing modern technologies to build the future of how fashion is designed, developed and purchased.

We're working to meet the needs of the fashion industry and of its style-savvy customers through three distinct products: VIAVIA.live is our e-commerce platform focused on quality-made and trend-making styles from over seventy levels, including our own eponymous brand. BNTO is our fashion rental platform, providing customers with a rotation of culture-defining styles for one simple monthly subscription. And ALMA is our modern product lifecycle and supply chain management software that features integrations all the way through the retail point of sale, seamlessly powered by our proprietary AI technology.

VIAVIA was founded in September 2021, and we are backed by industry-leading investors such as NEA, Basis Set Ventures, the AI Fund, Exor and Backend Capital.

Location

Los Angeles, CA or New York, NY

This is a hybrid role. For shifts during the standard workweek (Monday through Friday), work will be done in office.

About the Role

Customer experience is at the cornerstone of everything we do. We are looking for an engaging and empathetic professional to join our customer experience team in our first ever specialist role. Reporting to the Head of CX, this person will be vital in helping us solve a variety of customer support issues across our e-commerce brands VIAVIA and BNTO. The right candidate is a stellar communicator with a high level of emotional intelligence who can solve complex problems and think five steps ahead to prevent further issues.

This is a part time, hourly (non-exempt) position, and will work approximately 20 to 28 hours per week, including weekends and select holidays.

Responsibilities & Duties
    • Provide support to our customers through digital formats (e.g., email, direct message, live chat, etc) and phone, across our e-commerce stores VIAVIA and BNTO
    • Diagnose and troubleshoot complex problems, often working with cross-functional peers (e.g., operations, engineering, etc) to resolve.
    • Effectively and accurately track purchases, returns and other customer issues
    • Correctly and efficiently use a variety of programs and platforms to triage support issues (e.g., Gorgias, Meta, Klaviyo, Stripe, Shopify, etc), including our own proprietary programs.
    • Go above and beyond to solve customer issues, thinking several steps ahead to prevent further conflicts
    • Help customers make informed decisions on their selections, including style and size
    • Maintain high-level customer experience metrics
Experience & Skills
    • 2+ year experience in digital customer experience for e-commerce. Bonus points for experience in fashion e-commerce.
    • Ability to work with a high sense of urgency and integrity - you realize that time is of the essence to meet all deadlines.
    • Strong verbal and written communication skills; can patiently and effectively communicate with a diverse and multicultural group of peers and customers across time zones and continents. You can effectively communicate tone of voice and emotion through the written word.
    • Ability to professionally and effectively work in an office environment
    • You believe that feedback is a gift; you can receive and grow from feedback, and you're comfortable sharing thoughtful feedback to others as needed
    • Nimble, scrappy and adaptable with a high sense of urgency. Can roll with the punches and thrive in a fast-paced, early-stage startup environment, including pitching in to support other persons and teams
    • A positive, can-do attitude. You're not deterred by minor setbacks and are able to swiftly overcome ambiguity
    • Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
    • Ability to work a flexible schedule, including weekends and select holidays
    • Ability to learn and correctly utilize our company's systems and softwares
    • Proficiency in Google Workspace and Microsoft Office including Excel
Compensation
    • Our estimated pay range for this role is $23.00 to $25.00 per hour. This role's final level, job title and corresponding pay rate will be determined by the factors such as the selected candidate's professional experiences, location and related skill sets.


$23 - $25 an hour

#LI-DNI

Background Check: VIAVIA will make a conditional job offer in line with local, state and federal laws, and a subsequent criminal, education, and employment history background check will then be issued.

Equal Employment Opportunity Employer: We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of VIAVIA not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.

  • Ecommerce Specialist

    2 weeks ago

    Los Angeles, California, United States YELETE GROUP INC Full time

    Job OverviewAs an Ecommerce Specialist at YELETE GROUP INC, you will be responsible for the day-to-day operations of our marketplaces.Key Responsibilities:Manage product listings on multiple marketplaces, create engaging product descriptions, and optimize product content for accuracyConduct thorough keyword research and develop SEO content to drive sales and...

  • Woman's Wholesale Clothing Ecommerce Specialist

    2 weeks ago

    los angeles, United States OLIVACEOUS INC Full time

    Company DescriptionOlivaceous Inc is a young contemporary wholesale clothing brand located in Downtown Los Angeles. The company is inspired by cool, classic, and confident individuals, and prides itself on creating unique silhouettes and fun everyday wear. Olivaceous Inc is a women-led company that values creativity, passion, and innovation. Role...

  • Woman's Wholesale Clothing Ecommerce Specialist

    4 months ago

    Los Angeles, United States OLIVACEOUS INC Full time

    Company DescriptionOlivaceous Inc is a young contemporary wholesale clothing brand located in Downtown Los Angeles. The company is inspired by cool, classic, and confident individuals, and prides itself on creating unique silhouettes and fun everyday wear. Olivaceous Inc is a women-led company that values creativity, passion, and innovation. Role...

  • Ecommerce Director

    3 days ago

    Los Angeles, California, United States Frankies Bikinis Full time

    Job Title: Ecommerce DirectorJob Summary:We are seeking a highly skilled Ecommerce Director to lead our digital commerce efforts and drive revenue growth. The ideal candidate will have a proven track record of success in ecommerce leadership roles and a passion for creating best-in-class digital experiences.Key Responsibilities:Develop and execute a...

  • Ecommerce Coordinator

    4 weeks ago

    Los Angeles, California, United States Vaco Full time

    Ecommerce Coordinator Job DescriptionVaco is seeking an experienced Ecommerce Coordinator to join our team in Vernon, Los Angeles. As an Ecommerce Coordinator, you will play a key role in supporting and building out our Ecommerce platform, specifically on Amazon.Key Responsibilities:Manage Ecommerce presence on platforms including Amazon, Walmart, and other...

  • Director, Ecommerce

    4 weeks ago

    Los Angeles, California, United States The Wonderful Company Full time

    Job Title: Director, EcommerceJoin The Wonderful Company, a successful and fast-growing privately held $6 billion company with 10,000 employees worldwide, as a Director, Ecommerce. We are committed to creating a diverse workforce that embodies a deep culture of acceptance, equity, and inclusion.About the Role:We are seeking an experienced Director, Ecommerce...

  • Senior eCommerce Specialist

    1 month ago

    Los Angeles, California, United States Exverus Media Full time

    About Exverus MediaWe are a rapidly growing team located in the heart of Hollywood, CA, with a stunning office overlooking Los Angeles. Our clients have billions in annual sales and are national industry leaders across packaged goods, fashion, health, and entertainment.Job DescriptionWe are seeking a Senior eCommerce Specialist to join our team. This role is...

  • Ecommerce Director

    2 weeks ago

    Los Angeles, California, United States The Wonderful Company Full time

    Job DescriptionWe are seeking an experienced Ecommerce Director to lead our Direct-to-Consumer (DTC) business in the US. The successful candidate will develop and execute strategies to drive profitable growth, manage P&L, and collaborate with cross-functional teams to identify opportunities and optimize operations.Key Responsibilities:Develop and execute DTC...

  • Ecommerce Coordinator

    3 months ago

    Los Angeles, United States Pixi Inc. Full time

    Our Company As one of the fastest growing independent beauty brands, Pixi Beauty has built an incredible worldwide reputation and is quickly becoming one of the most recognized brands in the industry. Due to our continued success, we are expanding and looking for a talented Ecommerce Coordinator to join our team. Your Role We are looking for a skilled...

  • Ecommerce Coordinator

    16 hours ago

    los angeles, United States Pixi Inc. Full time

    Our Company As one of the fastest growing independent beauty brands, Pixi Beauty has built an incredible worldwide reputation and is quickly becoming one of the most recognized brands in the industry. Due to our continued success, we are expanding and looking for a talented Ecommerce Coordinator to join our team. Your Role We are looking for a skilled...

  • Ecommerce Coordinator

    1 day ago

    los angeles, United States Pixi Inc. Full time

    Our Company As one of the fastest growing independent beauty brands, Pixi Beauty has built an incredible worldwide reputation and is quickly becoming one of the most recognized brands in the industry. Due to our continued success, we are expanding and looking for a talented Ecommerce Coordinator to join our team. Your Role We are looking for a skilled...

  • Director of Ecommerce

    2 weeks ago

    los angeles, United States Frankies Bikinis Full time

    Position Overview:We are seeking a growth-minded Director of Ecommerce with a passion for creating best-in-class digital experiences. Reporting to the Sr. Director of Marketing and Ecommerce this role will be central to driving revenue growth by optimizing the digital funnel, online merchandising, and improving digital experience. The Director of Ecommerce...

  • Director of Ecommerce

    2 weeks ago

    Los Angeles, United States Frankies Bikinis Full time

    Position Overview:We are seeking a growth-minded Director of Ecommerce with a passion for creating best-in-class digital experiences. Reporting to the Sr. Director of Marketing and Ecommerce this role will be central to driving revenue growth by optimizing the digital funnel, online merchandising, and improving digital experience. The Director of Ecommerce...

  • Customer Experience Liaison

    2 weeks ago

    Los Angeles, California, United States Shorr Packaging Full time

    Customer Support SpecialistShorr Packaging is seeking a highly skilled Customer Support Specialist to join our team. As a key liaison between Shorr and our valued customers, you will be responsible for providing a positive brand experience and ensuring that our business and sales strategies are executed through daily interactions with our...

  • Ecommerce Project Manager

    2 weeks ago

    Los Angeles, California, United States Gamma Waves Full time

    Job DescriptionGamma Waves is seeking a highly skilled Ecommerce Project Manager to lead our strategic ecommerce design initiatives. As a key member of our team, you will be responsible for managing customer-facing projects on Shopify, ensuring timely and high-quality delivery of complex projects. Your expertise in gathering requirements, breaking down...

  • Senior eCommerce Strategist

    2 weeks ago

    Los Angeles, California, United States Exverus Media Full time

    Job DescriptionExverus Media is seeking a Senior eCommerce Specialist to join our team in Hollywood, CA.The ideal candidate will have a strong background in digital planning and buying, with expertise in sponsored search and retail media. They will be responsible for driving marketing objectives, setting up campaigns for success, and evaluating data-driven...

  • Ecommerce Director

    1 month ago

    Los Angeles, California, United States FIJI Water Company Full time

    Job Opportunity: Director, Direct-to-ConsumerFIJI Water, a leading premium bottled water brand, is seeking an experienced Director, Direct-to-Consumer to drive sales growth and build brand equity through our online channels.Key Responsibilities:Develop and execute a comprehensive direct-to-consumer sales strategy to drive revenue growth and increase customer...

  • Director of Digital

    1 day ago

    Los Angeles, United States Summit Staffing Partners Full time

    Director of Digital & eCommerceOur client is a dynamic, forward-thinking brand that thrives at the intersection of innovation and social media. Dedicated to high-quality, accessible products, they have over $300 million in annual revenue. They are seeking a visionary and data-driven leader to spearhead their digital strategies and initiatives, leveraging the...

  • Ecommerce Director

    1 month ago

    Los Angeles, California, United States Pixi Inc. Full time

    Director of Ecommerce Job DescriptionPixi Inc. is seeking a highly skilled Director of Ecommerce to drive the strategic development and execution of our online business plans for our Pixi and POP brands.Key Responsibilities:Maintain and develop all Pixi and POP online properties to ensure a seamless customer experience.Oversee site management, including...

  • Vice President of Digital

    2 months ago

    Los Angeles, United States Summit Staffing Partners Full time

    Vice President of Digital & eCommerceOur client is a dynamic, forward-thinking brand that thrives at the intersection of innovation and social media. Dedicated to high-quality, accessible products, they have over $300 million in annual revenue.They are seeking a visionary and data-driven leader to spearhead their digital strategies and initiatives,...