We’re looking for smart, ambitious, and talented people to join our Customer Experience team. As a Customer Experience Expert, you will be directly responsible for making customers feel great about trying and wearing Mack Weldon products. We believe going above and beyond creates positive lasting relationships; this is more than customer service. We rely on our Customer Experience Experts to reinforce our high standards, especially to customers who witness our mistakes. We believe each conversation with customers is a chance to impress and give them something to talk about.

This role is non-exempt (hourly) and requires weekend availability as you will be working at least one day each weekend. Due to COVID-19, our offices are temporarily closed and everyone is working from home. Once we can safely return, this role will be based in our NYC headquarters.

WHAT YOU'LL DO EVERY DAY

• Serve as the voice of Mack Weldon on the front lines, delivering a high quality experience to customers via email and chat
• Manage customer relationships efficiently and effectively by problem solving issues with deliveries, transactions, and overall customer shopping experience
• Spend time getting to know our product catalog and technology inside and out to help customers find exactly what they need
• Demonstrate your own personality as an extension of the brand’s. You’re a real human offering real help to real customers. Have fun with it!
• Take your insights from customer interactions and synthesize them into effective feedback to the marketing, product and technology teams
• Think creatively about ways in which we can improve the customer experience and then make it happen!

 WHAT WILL SET YOU UP FOR SUCCESS

• Experience with customer service software such as Desk and/or Zendesk
• Excellent oral and written communication skills with an attention to detail that ensures communication free of spelling and grammatical errors
• Upbeat, positive personality that will leave customers feeling good about their experience with Mack Weldon
• Previous experience at an e-commerce company is a plus
• A flexible schedule and a “no task is too small” attitude – customers have all kinds of questions, at all times of the day. Quick, fun answers are often appreciated especially if they thoroughly resolve their issue or answer a question.

WHAT MAKES US SPECIAL

• It’s all about the people. To us, diversity is a strength. We check our egos at the door and value all backgrounds and experiences. From our employees to our customers to our partners—we build relationships that last.
• We give a shit. Every detail matters. We research, we test, we adjust. We take pride in everything we do by being thoughtful in our decision making and design process. 
• We put our money where our mouth is. We work with ethical and humane partners, we act with integrity and trust, and we take ownership of our actions and mistakes.
• We build for the future. First, we listen; then we think, plan, and act for the long-term. We see problems as opportunities and take calculated risks to build a company that lasts. 

THE PERKS

• Full insurance benefits
• Open vacation policy
• Hybrid office model (in office M/T/Th)
• Great location in the heart of Nomad district
• Office snacks and drinks
• Thursday happy hours
• Free Mack Weldon gear