Customer Service Representative (CSR)

Location: Remote
Schedule: Full-time | Monday to Friday | PST
Department: Customer Experience

About Kitsch

Kitsch is a fast-growing, female-founded beauty & accessories brand committed to creating high-quality, sustainable, and thoughtfully designed products that bring everyday luxury to customers around the world. From heatless curling sets to hair accessories, skincare tools, and self-care essentials, we focus on innovation, inclusivity, and exceptional customer experience.

As we continue to scale our global e-commerce presence, we’re looking for a Customer Service Representative who is passionate about customer happiness, problem-solving, and delivering a world-class brand experience.

Role Overview

The Customer Service Representative will be the front line of communication for Kitsch customers. This role requires someone highly organized, empathetic, proactive, and comfortable working in a fast-paced digital environment. You will resolve customer inquiries, manage order-related issues, coordinate with internal teams, and ensure every customer interaction reflects our brand values: kindness, quality, and care.

This is a high-impact role supporting brand loyalty and contributing directly to customer satisfaction and retention.

Responsibilities

Customer Support & Communication

• Respond to customer inquiries across email, chat, and social channels with accuracy, warmth, and brand-consistent tone.
• Troubleshoot issues related to orders, shipping, returns, product questions, and account concerns.
• Maintain high-resolution rates and customer satisfaction scores (CSAT/NPS).

Order & Logistics Coordination

• Work closely with fulfillment and logistics teams to resolve shipping delays, damaged items, or missing packages.
• Manage returns, exchanges, replacements, and refunds following internal policies.
• Monitor order discrepancies and proactively flag recurring issues.

Brand Knowledge & Product Support

• Stay updated on all Kitsch products, launches, promotions, and policies.
• Provide clear, friendly product guidance and recommendations tailored to customer needs.
• Escalate any recurring quality issues or customer insights to the product and operations teams.

Process Optimization & Collaboration

• Document cases, workflows, and solutions in our CRM system (e.g., Gorgias, Zendesk, or similar).
• Identify patterns in customer feedback to propose improvements for product, website UX, or CX processes.
• Collaborate with marketing, e-commerce, and operations on cross-functional initiatives.