Customer Operations Coordinator

About Petite Plume: Petite Plume is a high-growth luxury lifestyle brand rooted in timeless design, premium craftsmanship, and an unwavering dedication to comfort. We are a direct-to-consumer-led business, with a rapidly scaling DTC channel at the center of our growth and brand-building strategy. Alongside our strong online presence, we maintain a selective footprint in major retail doors including Neiman Marcus, Bloomingdale’s, Nordstrom, Maisonette, and Shopbop. As we continue to accelerate, we remain grounded in exceptional quality, thoughtful detail, and long-term brand vision. About the role: At Petite Plume, customer satisfaction is at the heart of everything we do. As our Customer Operations Coordinator, you'll be an integral member of our Customer Success team, supporting our customers and operations throughout the year. In this position, you'll also help lead one of the most important periods for our business, our holiday season. During this high-volume time, your ability to provide thoughtful, personalized service will help ensure every customer receives the elevated experience that defines the Petite Plume brand. This is a part-time, temp to perm position, averaging 20 hours per week with the opportunity to flex up to full time hours during peak holiday season. In this role, you will be the front line of communication for our customers, ensuring inquiries are handled with care, efficiency, and a personal touch. Your work will directly impact customer loyalty and brand perception, making this role an essential part of our seasonal success story. What you will do: Respond to customer inquiries across multiple channels (email, chat, phone, etc.) with empathy and efficiency Troubleshoot order issues, delivery concerns, and returns questions in a timely and friendly manner Maintain accurate records of customer interactions using our support platform (e.g., Gorgias, Shopify, Route) Collaborate with internal teams (e.g., fulfillment, finance, operations, and e-commerce) to create tailored solutions and information for customers needs Assist with recommending improvements and supporting the management of our returns and exchanges platform. Support customers with both pre-purchase product inquiries and post-purchase order assistance. Update customer records in the system and order information, including notes about interactions Assist with the monitoring of trends and KPIs Document and report weekly, monthly, and quarterly return reports and trends Ensure timely and accurate return and exchange processing Partner with the Customer Success Manager and Senior Director of Operations to proactively identify opportunities to improve customer experience, fulfillment operations, logistics, and return processes. What experience you need: 1-2 years of demonstrated customer service experience in a client facing or e-commerce support role Demonstrated strong written communication skills, Excel and Google Sheet experience, and a knack for brand voice consistency Availability to work a flexible schedule, including weekends and key holidays throughout November and December. Willingness to increase availability during peak business periods when additional support is needed. What will make you successful: Experience with customer service platforms such as Gorgias, Zendesk, or similar CRM systems. Experience with processing returns and exchanges in an e-commerce environment Exceptional attention to detail and the ability to quickly learn new technology and systems. Strong organizational and time-management skills, preferably in a remote work environment. Ability to effectively prioritize multiple tasks while collaborating across departments. Excellent interpersonal and communication skills. Ability to remain calm under pressure while managing a high volume of customer inquiries with empathy and professionalism. Self-motivated and comfortable working independently while contributing to a collaborative team environment. Bonus Points If You Have: Experience within fashion, luxury retail, apparel, or e-commerce. Familiarity with warehouse management systems (WMS), returns platforms, or shipping/logistics software. In addition, to succeed in this role, you will need: A reliable computer with up-to-date software Strong and stable Wi-Fi connection A quiet, distraction-free workspace