Ruggable

Customer Support

• Serve as the frontline voice of Ruggable to our consumers, delivering excellent consumer service primarily via phone, chat and email
• Provide timely and thorough resolution to consumer inquiries, including ones pertaining to returns, cancellations, exchanges, order status, product recommendations, etc.
• Act as a product expert, maintaining a well-rounded understanding of our website, features, stock lists and products
• Communicate with management to escalate problems and recommend resolutions to better our consumer experience
• Be a collaborative team player by supporting your teammates and sharing helpful tools or methodologies to enhance efficiency across the team

Customer Care Representative

Program Manager

• Orchestrate account onboarding end-to-end — coordinating across ops, logistics, finance, and other internal teams to get new wholesale partners up and running smoothly
• Serve as a key liaison between Account Managers and internal stakeholders, translating partner needs into actionable tasks and keeping everyone aligned
• Manage timelines, dependencies, and deliverables across multiple workstreams simultaneously
• Support the design and execution of wholesale programs, ensuring the right teams are involved at the right time
• Track program milestones and proactively surface blockers, risks, or gaps before they become problems
• Maintain clear documentation so that processes, decisions, and statuses are visible to all stakeholders
• Identify inefficiencies in how the wholesale function operates and develop practical solutions
• Build and refine repeatable processes for onboarding, fulfillment coordination, compliance, and other recurring workflows
• Create playbooks, SOPs, and tools that help the team scale without adding unnecessary complexity

Program Manager, Wholesale – Contract

Product Operations

• Work with the Director of Product Strategy & NPI to take existing process documentation to a production-ready state — adding detail, building consistency, and closing gaps across both MTO and non-printed finished good pipelines
• Facilitate working sessions with the NPI, Sourcing, Quality, and Product Development teams to validate process logic, surface edge cases, and pressure-test documentation against real launch scenarios
• Flag decisions that require Director or cross-functional sign-off rather than resolving them unilaterally; maintain a clear log of open items and owners throughout
• Translate finalized process documentation into structured, tool-ready logic for the Airtable build; serve as the process SME in configuration sessions to ensure the build reflects operational reality
• Identify and resolve process ambiguities before they become tool build problems; own the handoff between process definition and technical configuration
• Support user acceptance testing and adoption readiness ahead of tool launch within the contract window
• Maintain a clear view of workstream status, open decisions, and sequencing dependencies; surface risks to the Director proactively before they affect the build timeline
• Own meeting facilitation and decision documentation across internal stakeholders throughout the engagement

Customer Care Representative

Program Manager, Wholesale – Contract

Product Operations Lead – Contract