Customer Experience Representative

About the Company

Lola Blankets is a fast-growing comfort and lifestyle brand on a mission to make the world a cozier place.

Responsibilities

• Provide friendly, professional, and efficient customer support primarily via phone, email, and text
• Listen actively to customer concerns and work toward effective solutions
• Process order changes, refunds, replacements, and account adjustments using internal systems
• Troubleshoot issues related to orders, shipping, billing, and product inquiries
• Accurately document customer interactions and escalate complex issues following SOPs
• Stay up to date on company updates, policies, products, and processes

Requirements

• Outstanding verbal and written communication skills
• Ability to learn and use customer service platforms like Gorgias, Shopify, and Slack
• High empathy and a customer-first mindset
• Highly organized and detail-oriented
• Ability to work weekend rotations on a scheduled basis
• Must be located in AL, TN, CA, ID, NY, PA, TX, UT, IL, or FL for remote eligibility

Preferred Qualifications

• Previous phone support experience
• Candidates located in LA, NYC, or Salt Lake City