Customer Representative at Feetures in Newton, North Carolina

Feetures Dtc Customer Experience Representative

Feetures is a family-owned performance brand headquartered in the Charlotte Metro area of North Carolina, built on one core belief: we're all Meant to Move. Founded in 2002 to engineer a better sock for runners and active people, we've grown into the #1 running sock brand in U.S. run specialty stores, with products sold in more than 40 countries through a thriving omnichannel business. While we've grown globally, we've never lost what got us here: the mindset of a family business. Movement isn't just what our products support - it's how we work. We run on creativity, curiosity, and collaboration because the best results come from moving forward together. We obsess over the details, challenge convention, care deeply about our teammates and customers, and bring competitive passion to everything we do. We're not just making socks. We're helping people go farther, perform better, and live more active lives. If you're driven by purpose and excited to build something meaningful, you'll feel right at home at Feetures.

About the Role

The DTC Customer Experience Representative plays an important role on the Feetures Customer Experience team, supporting the direct-to-consumer side of our business and helping ensure every consumer interaction reflects the care, quality, and reliability of the Feetures brand. In this role, you will support individual consumers across multiple service channels, including phone, email, and live chat. You will help answer product questions, resolve order issues, process returns and exchanges, support warranty inquiries, and guide consumers through a timely and professional service experience. This role is a strong fit for someone who is organized, warm and approachable, pays close attention to the details, and remains steady under pressure. The right person will be able to balance empathy with accuracy, move efficiently through a high volume of consumer requests, and follow through until issues are fully resolved. You will work closely with the Customer Experience team and cross-functional partners across ecommerce, operations, fulfillment, and product to support a consistent and high-quality consumer experience.

Location

This role is based at our Newton, NC office, with regular on-site presence required. Candidates based in the Unifour area, including Burke, Caldwell, Catawba, and Alexander counties, are strongly preferred. Hybrid flexibility may be available, but this is not a remote-first role. Typical business hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.

MUST BE BASED IN THE U.S. FEETURES DOES NOT PROVIDESPONSORSHIP.

What You'll Own

Consumer / DTC Support

• Handle incoming and outgoing consumer contacts through phone, email, and live chat in a timely, professional, and brand-aligned manner
• Respond to consumer questions related to orders, products, shipping, returns, exchanges, warranties, promotions, and account needs
• Provide clear, accurate information to consumers while maintaining a helpful and empathetic tone
• Build positive customer relationships by listening carefully, communicating clearly, and following through on commitments
• Represent the Feetures brand with professionalism, patience, and care in every consumer interaction

Order Management & Resolution

• Manage all facets of consumer order support, including placing new orders, modifying existing orders, processing returns and exchanges, and providing order status updates
• Review customer order details, account information, shipping information, and payment-related activity to ensure accuracy before taking action
• Research and resolve order issues, including delivery questions, fulfillment concerns, missing or incorrect items, damaged products, and refund or exchange requests
• Identify the root cause of customer concerns, communicate next steps clearly, and ensure issues are resolved in accordance with company procedures
• Escalate complex or unresolved issues to the appropriate internal partner while maintaining ownership of the customer experience

Warranty, Returns & Product Support

• Field and respond to warranty-related inquiries, including product concerns, wear issues, fit questions, and exchange eligibility
• Process warranty exchanges and returns accurately and in accordance with established guidelines
• Document product-related feedback and recurring consumer concerns to help identify trends and opportunities for improvement
• Support consumers in understanding Feetures products, sizing, benefits, and use cases so they can make confident purchase decisions
• Partner with internal teams when additional product, inventory, or fulfillment information is needed to resolve a consumer issue

Systems, Documentation & Follow-Through

• Maintain accurate records of consumer interactions, order updates, returns, exchanges, warranty activity, and issue resolution in company systems
• Follow established workflows, service standards, and documentation requirements to ensure consistency and accountability
• Monitor open cases and outstanding customer needs to ensure timely follow-up and closure
• Support team reporting by accurately categorizing customer contacts, service issues, and resolution outcomes
• Assist with additional Customer Experience tasks, projects, and coverage needs as volume and business priorities require

What Success Looks Like

• Consumer inquiries, orders, returns, exchanges, and warranty requests are handled accurately, professionally, and within expected timeframes, with clear communication and consistent follow-through
• Service issues are documented thoroughly, escalated appropriately, and resolved with care especially during peak volume or seasonal demand
• You are a reliable teammate who supports the broader Customer Experience team, learns our products and systems over time, and applies that knowledge to deliver better support
• Recurring issues, customer pain points, and process gaps are surfaced to the team so they can be addressed

What We're Looking For

Experience & Education

• Associate degree or some college coursework preferred; equivalent experience will also be considered
• 1-3 years of customer service experience preferred, ideally in retail, ecommerce, call center, consumer support, or another customer-facing environment
• Experience supporting customers through phone, email, chat, or help desk/ticketing platforms is a plus
• Familiarity with ecommerce order management, returns, exchanges, shipping, or warranty processes is helpful but not required
• Comfortable using technology and learning new systems, including order management platforms, customer support tools, and internal databases
• Strong written communication skills, including the ability to respond clearly, professionally, and accurately through email and chat
• Basic proficiency with Microsoft Office, with the ability to organize information and manage multiple open items

Skills & Mindset

• Pays close attention to the details - you carefully review order information, customer notes, return requests, and follow-up items so issues are handled accurately and nothing falls through the cracks
• Warm and approachable - you help customers feel heard and supported while keeping communication professional, clear, and solutions-focused
• Organized and consistent - you can manage multiple conversations, open cases, and follow-up items without letting details fall through the cracks
• Clear communicator - you can explain policies, next steps, and resolutions in a way that is easy for consumers to understand
• Accountable - you take ownership of issues and follow through until they are resolved or properly escalated
• Steady under pressure - you can maintain accuracy and professionalism during busy periods, urgent requests, or challenging customer interactions
• Collaborative - you work well with teammates and cross-functional partners to resolve issues and support the customer experience
• Curious and process-oriented - you ask good questions, learn systems quickly, and look for ways to improve how work gets done

What Sets You Apart

• You can balance empathy with sound judgment, helping customers feel heard while also following company policies and procedures
• You are comfortable working in a high-volume service environment where priorities can shift quickly
• You notice patterns in customer questions or service issues and are willing to raise them constructively
• You take pride in clean documentation, accurate case notes, and timely follow-up
• You are comfortable navigating order details, customer history, product information, and internal resources to solve problems
• You have experience using Shopify, NetSuite, Gorgeous or similar ecommerce and order management systems
• You understand that customer experience is not just about being friendly - it is about being accurate, reliable, responsive, and consistent
• You bring