Ecommerce Customer Service Representative

Job Description

Job Description

The Ecommerce Customer Service Representative is a key member of Brixton's Ecommerce team, responsible for delivering a best-in-class customer experience across the full order lifecycle for our DTC business. This role owns day-to-day support across email, phone, chat, and SMS, manages the Gorgias platform, and partners with warehouse, logistics, and e-commerce leadership to resolve issues and drive retention. As the voice of the customer within the E-Commerce team, this role surfaces insights that inform lifecycle strategy, product decisions, and site improvements.

This is a full-time non-exempt role based at our Carlsbad office, with an expectation of being onsite at least 3 days per week.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Process DTC orders end-to-end from receipt through fulfillment coordination and delivery resolution, for domestic customers.
• Handles returns, exchanges, and cancellations, including saved-sale conversations that retain customers and protect revenue.
• Responds to customer inquiries across email, chat, and SMS in a timely, on-brand manner.
• Maintains Gorgias as the primary e-commerce customer service platform, including workflows, macros, tags, routing rules, and performance reporting.
• Updates customer service policies and processes as directed, ensuring alignment with retention, CX, and brand standards.
• Coordinates with warehouse, logistics, and operations teams to resolve fulfillment issues and ensure orders meet customer expectations.
• Participates in weekly marketing and e-commerce team meetings, contributing Voice-of-Customer insights and flagging recurring issues for resolution.
• Delivers a weekly summary report to the Ecommerce Team covering ticket volume, themes, saved-sale outcomes, escalations, and process improvement recommendations.
• Supports post-purchase customer communication initiatives, including review solicitation and UGC collection in partnership with the e-commerce team.
• Escalates product, fulfillment, or site issues with clear data and context to enable fast resolution by e-commerce leadership.

KNOWLEDGE, SKILLS & ABILITIES

• 3 years of customer service experience, preferably in DTC ecommerce, apparel, or lifestyle brands.
• High school diploma or equivalent required; Bachelor's degree preferred.
• Excellent written and verbal communication skills in English.
• Proficiency with Shopify and Excel required; experience with Gorgias strongly preferred. Familiarity with Klaviyo, Return Rabbit, and AI tools (e.g., Claude) is a plus.
• Strong organizational, prioritization, and time-management skills with the ability to manage high ticket volume during peak periods.
• Customer-first mindset with a retention orientation - treats every interaction as an opportunity to build loyalty.
• Analytical ability to identify patterns in customer feedback and translate them into process and policy improvements.
• Collaborative team player with strong ownership mentality, commercial orientation, and results focus.
• Resilient, flexible, and calm under pressure; able to adapt to changing priorities in a fast-moving DTC environment.

SALARY RANGE

The annual salary for this position is between $45,000 - $49,000. In accordance with applicable state laws, the range provided is Brixton's reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location.

Brixton LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.