Customer Experience Associate - Fashion

About

JAUS JAUS

is a women-led fashion brand known for celebrating femininity with a refined edge. From our Michigan warehouse and boutique, we ship a curated mix of Australian labels and our own in-house line to customers across the U.S. Our warehouse and customer experience team play a vital role in delivering seamless, thoughtful service ensuring every shopper feels seen, styled, and supported. The Role We're looking for a warm, organised, and solutions-driven Customer Experience Associate to join our Michigan team. In this full-time, in-person role, you'll be the first point of contact for our customers across email, phone, and live chat. You'll handle everything from shipping updates to styling questions delivering a high-touch experience that reflects the JAUS tone and brand values. This role is ideal for someone who enjoys solving problems, writing clearly and confidently, and helping people feel good in what they wear. Key Responsibilities Respond to customer emails, phone calls, and live chats within 24 hours Provide styling and sizing advice based on brand and fit knowledge Process returns, exchanges, and customer service credit cases Submit and manage claims for missing, lost, or damaged packages Track delivery issues and follow through with carriers and customers Follow up on customer satisfaction to ensure every issue ends with confidence Flag product or sizing issues and contribute to improving listings or FAQs Maintain internal fit guides, response templates, and CX logs Collaborate with the warehouse team to resolve order issues smoothly Support proactive outreach to VIP or returning customers when needed Provide general support to the warehouse team during peak seasons, including order fulfilment and inventory coordination when needed We're Looking for Someone Who Is A strong written communicator with a friendly, problem-solving tone Organised and reliable, with great attention to detail Comfortable on the phone and via email with fast-moving customers Confident giving styling or sizing advice Calm under pressure and solution-oriented when challenges arise Familiar with tools like Shopify, Google Drive, and email platforms Passionate about fashion and understands the JAUS customer mindset Qualifications 1-2 years of customer service, retail, or e-commerce experience Knowledge of sizing, fit, and styling is a major bonus Experience using Shopify, Gorgias, or live chat tools preferred High school diploma or equivalent required Typical Hours Monday to Friday, in person at our Rochester Hills warehouse. Includes structured onboarding, product training, and ongoing support. What We Offer Up to $20/hour, based on experience and skill A warm, fashion-forward work culture where customer experience is a priority A clear growth path toward senior customer experience or operations roles Employee discounts and early access to new collections Real ownership, training, and appreciation for the work you do A chance to be the voice of a fast-growing fashion brand that's proudly independent To Apply Send us your resume and a short message explaining why this role sounds like a great fit for you. We want someone who can bring calm, clarity, and care to every customer conversation.

Job Types:

Full-time, Part-time Pay:

Up to $20.00 per hour

Benefits:

Flexible schedule Application Question(s): Are you available to work full-time, in-person, Monday to Friday at our Rochester Hills location? Why do you want to work at JAUS? Do you have prior experience in warehouse operations, retail fulfillment, or customer service? If yes, please describe. Are you comfortable handling both warehouse tasks (packing, inventory) and customer service tasks (phone/email support)?

Education:

High school or equivalent (Preferred)

Experience:

Customer service: 2 years (Preferred)

Work Location:

In person