SoftService

Customer Support

• Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information
• Handle refunds and replacements, conducting follow-ups whenever product inspections are needed
• Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments)
• Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction
• Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns
• Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection
• Report weekly and monthly metrics to the Operations and Growth teams
• Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice
• Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences
• Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response
• Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional
• Track social sentiment trends and surface recurring themes or concerns to the broader team
• Maintain a consistent, on-brand voice across all social touchpoints

Customer Experience Associate, Social Community