Customer Experience Associate, eCommerce

Greyson Clothiers

Customer Experience Associate overseeing community engagement across Greyson's eCommerce platforms. Managing customer satisfaction and enhancing consumer experiences with cross-functional collaboration.

Posted 6/30/2026full-timeDetroit • Missouri • 🇺🇸 United StatesJuniorMid-Level💰 $25 per hourWebsite

About the role

Key responsibilities & impact

Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
Oversee the flow of the ticketing platform and operational KPIs.
Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase.
Work cross-functionally to personalize strategies that reinforce customer satisfaction.
Develop and implement CX strategies that reinforce customer retention.
Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase
Process returns, exchanges, and refunds.
Help to oversee upsell strategies and increase customer purchase confidence.
Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team.
Support process improvement and work cross-functionally to implement and/or improve processes and procedures.
Ensure proper documentation and SOPs are readily available.
Provide a best-in-class customer experience.

Requirements

What you’ll need

1+ years of Customer Service experience preferred
Experience in Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/ Analytics is a plus.
Personal shopping, digital styling, and concierge experience is a plus.

Benefits

Comp & perks

Unlimited Paid Time Off Policy (Full-Time)
Paid Sick Leave
13 annual paid company holidays
Competitive employee discount
Paid Family Leave Program (maternity and bonding)
Company paid long-term and short-term disability insurance
Comprehensive Medical Coverage (medical, dental, vision) with company HSA contribution
Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401k (match targeted for 2025), 401k Roth

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer Experience StrategyOperational KPIsTicketing Platform ManagementReturns ProcessingUpsell Strategies

Soft Skills

Effective CommunicationCross-Functional CollaborationCustomer Satisfaction Focus