We are NIC+ZOE, a fiercely female clothing brand led by designer, Dorian Lightbown and her daughter, Zoe. We are driven by one simple mission: to help women ignite their inner confidence. Founded in Boston in 2004, the brand is widely recognized for its knitwear, distinctive patterns, and sophisticated fits. Our customizable, versatile pieces are purposefully designed to help women feel just as good on the inside as they look on the outside. In this Full Time, semi remote position, you'll be responsible for fielding customer service inquiries related to the NIC+ZOE website as well as supporting the backend functionality to optimize customer experience and conversion rates. We are looking for someone who is passionate about customer service, dynamic and eager to learn to assist in supporting the fastest growing division in the company. Alongside your daily Customer Care tasks, you will own the daily and monthly reconciliation process for the Ecommerce Web's Accounts Receivable Account. Core responsibilities include but are not limited to:

Omnichannel Support:

respond promptly and effectively to customer inquiries via email, phone, and chat in a professional and friendly manner that is in alignment with our brand while adhering to our nicandzoe.com polices.

• Maintain accurate and detailed records of customer interactions through Zendesk.
• Resolve customer issues and complaints to ensure customer satisfaction and retention.
• Collaborate with cross-functional teams to escalate and resolve complex customer concerns.
• Assist in technical support with website problems, including talking to customers through any difficulties, placing orders over the phone when necessary and logging and escalating recurring technical site issues with the ecommerce team for follow through.
• Cash and Accounts Receivable reconciliation (daily + month end)
• Gift card reconciliation (bi-weekly + month end)
• Team collaboration: record and work cohesively with cross-functional teams to solve backend logistics.
• Weekly Zendesk ticket reporting
• Weekly ThredUp Gift Card issuance
• Interpersonal & Communication skills: empathy & emotional intelligence; conflict resolution (friendly and calm disposition with the ability to diffuse conflict with a positive attitude); clear written and verbal communication (ability to interact professionally in live customer service situations and in cross-functional teams)
• Strong computer skills, ability to multitask across various software programs.
• Able to work every other Saturday from 9:00 am to 1:00 pm
• Task prioritization & Time Management handling multiple support issues simultaneously while meeting strict response and resolution deadlines.
• Marketing Team
• Distribution Center
• Retail Team
• Merchandising Team
• Ecommerce
• Technical Design
• Accounts Receivable Team
• Ability to multi-task and prioritize,
• Excellent verbal and written communication
• Creative problem-solving abilities
• Strong passion for fashion and delivering elevated customer experience
• Patience, active listening, and the ability to build authentic client relationships.
• MS Office (Excel is key).
• Experience with Sales Force, Shopify, Clutch, Zendesk, A2000/ERP system, Skypad, In Design, and Photoshop is a plus, but not required.
• High school degree.
• Prior customer-facing role and/or call center experience.
• A background in fashion or apparel is preferred but not required

Pay:

$55,000.00 - $58,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Natick, MA 01760