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Customer Support Operational Assistant
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VKTRY Gear
Milford, CT (In Person)
$43,500 Salary, Full-Time
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Job Description
Customer Support Operational Assistant Full-Time • On-Site • Milford, CT Company Description VKTRY Gear is the world leader in sports performance insoles. Made from aerospace-grade carbon fiber, VKTRY Insoles (aka "VKs") are proven to help athletes run faster and jump higher while also providing added protection against injury. VKs are currently worn by elite athletes as well as Pro and College sports teams. Our core business is the high school and casual athlete market. VKTRY is a fast-growing, Direct-to-Consumer (DTC) e-commerce business. We're looking for a reliable, organized, and customer-focused individual to join our team in a hands-on operational support role. About the Job This is a full-time, on-site position based in Milford, CT. The Customer Support Operational Assistant plays a critical role in keeping our returns process running smoothly while providing flexible support across our customer-facing and operational teams. This role reports to the Vice President of Customer Experience. The ideal candidate is equally comfortable handling physical return shipments and processing refunds in our systems. Additionally, this individual will provide direct outreach to customers via phone and email for any issues regarding returns. The Customer Support Operational Assistant will be cross-trained jump into our help desk queue to support peak times of the year, as well as one-off operational projects. This role also serves as a key liaison between the Customer Support team and the fulfillment team, helping to ensure operational issues are communicated and resolved quickly. Responsibilities and Duties Physically receive, inspect, and log returned merchandise at our Milford, CT facility Process returns, exchanges, and refunds using Shopify and Loop Communicate return status and outcomes to customers in a timely, professional manner Answer inbound customer calls and flex into phone support as volume requires Support the Customer Support team by handling overflow tickets in Gorgias (email/chat/help desk) Serve as the on-site liaison between the Customer Support team and the fulfillment/operations team Complete administrative and data entry tasks to support tracking, reporting, and issue identification Assist with other on-site operational tasks as needed to support the broader team Qualifications Comfortable with physical, hands-on work including receiving, inspecting, and organizing returned products Strong attention to detail and ability to manage repetitive operational tasks accurately Excellent communication skills, both written and verbal, with a customer-first attitude Experience with or ability to quickly learn Shopify, Loop, and/or Gorgias Proficiency in data entry and administrative tasks; familiarity with Google Docs and Sheets Ability to multitask and flex between operational and customer-facing responsibilities throughout the day Background or interest in sports/athletics is a plus, but not required Experience in a DTC, e-commerce, or fulfillment environment is a plus, but not required Other Specs On-site (Milford, CT) Monday through Friday 8a-4p Compensation and Perks Salary Range $42,000-$45,000