Customer Service Representative (CSR) - Remote Eligible

Customer Service Representative

Kitsch is a fast-growing, female-founded beauty & accessories brand committed to creating high-quality, sustainable, and thoughtfully designed products that bring everyday luxury to customers around the world. From heatless curling sets to hair accessories, skincare tools, and self-care essentials, we focus on innovation, inclusivity, and exceptional customer experience.

As we continue to scale our global e-commerce presence, we're looking for a Customer Service Representative who is passionate about customer happiness, problem-solving, and delivering a world-class brand experience.

The Customer Service Representative will be the front line of communication for Kitsch customers. This role requires someone highly organized, empathetic, proactive, and comfortable working in a fast-paced digital environment. You will resolve customer inquiries, manage order-related issues, coordinate with internal teams, and ensure every customer interaction reflects our brand values: kindness, quality, and care.

This is a high-impact role supporting brand loyalty and contributing directly to customer satisfaction and retention.

Customer Support & Communication

• Respond to customer inquiries across email, chat, and social channels with accuracy, warmth, and brand-consistent tone.
• Troubleshoot issues related to orders, shipping, returns, product questions, and account concerns.
• Maintain high-resolution rates and customer satisfaction scores (CSAT/NPS).

Order & Logistics Coordination

• Work closely with fulfillment and logistics teams to resolve shipping delays, damaged items, or missing packages.
• Manage returns, exchanges, replacements, and refunds following internal policies.
• Monitor order discrepancies and proactively flag recurring issues.

Brand Knowledge & Product Support

• Stay updated on all Kitsch products, launches, promotions, and policies.
• Provide clear, friendly product guidance and recommendations tailored to customer needs.
• Escalate any recurring quality issues or customer insights to the product and operations teams.

Process Optimization & Collaboration

• Document cases, workflows, and solutions in our CRM system (e.g., Gorgias, Zendesk, or similar).
• Identify patterns in customer feedback to propose improvements for product, website UX, or CX processes.
• Collaborate with marketing, e-commerce, and operations on cross-functional initiatives.