Fittes

Customer Support

• Own Fittes' customer experience end-to-end across B2C and B2B channels
• Serve as the first escalation point for product feedback, marketing signals, shipping exceptions, and order problems
• Operate daily in Gorgias and deliver SOPs, dashboards, and workflows
• Determine which CX processes should be automated and which should remain human
• Convert customer feedback into actionable data and build tracking dashboards
• Write SOPs for order management, returns, and drop-shipping
• Run daily CX operations and meet response and resolution SLAs
• Triage the first hour of daily volume across email, SMS, chat, and phone
• Communicate proactively with customers about backorders and fulfillment issues
• Partner with warehouses and operations to close fulfillment gaps
• Support Amazon CX escalations
• Represent the Voice of the Customer in product, packaging, and marketing decisions
• Build coaching and quality-assurance processes for the growing CX team

Customer Experience Lead