Ecommerce Customer Care Specialist

Founded in 2009 by Audrey McLoghlin, Frank & Eileen set out to reinvent the women’s button-up using the finest Italian fabrics often reserved for menswear. Named in honor of Audrey’s beloved Irish grandparents, the brand has grown slowly and intentionally into a woman-owned, woman-led leader in sustainability and slow fashion. Frank & Eileen achieved B Corp certification in 2020 and continues to hold the highest score for any woman-owned, globally recognized apparel brand in the United States. After seventeen years of steady growth through wholesale partnerships and direct-to-consumer e-commerce, Frank & Eileen recently opened its first US flagship store—an Irish country house on Madison Avenue, NYC. This new chapter continues the brand’s legacy of using entrepreneurship as a force for good while delivering generationless style to its beloved community of customers—all from our HQ in sunny California. The Role Frank & Eileen is looking for an Ecommerce Customer Care Specialist to join our team. This is a customer-facing role for someone who is personable, detail-oriented, and genuinely passionate about delivering an elevated, on-brand experience at every touchpoint. You will work across omnichannel platforms to resolve customer inquiries, build relationships, and represent Frank & Eileen with warmth and professionalism in every interaction. The ideal candidate brings prior experience in luxury or DTC customer service, a strong understanding of ecommerce and retail operations, and a natural ability to balance efficiency with a personal touch. Responsibilities Work hand-in-hand with current customer service team members, ensuring excellent customer relations across high volume omnichannel platforms. Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience. Troubleshoot and resolve customer issues with orders, exchanges, returns, etc. with grace and efficiency. Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities. Identify and grow relationships with VIP customers, with personalized service and individual outreach. Create on-brand packages and content on an as-needed basis. Maintain reporting, tracking, and systems. Represent the core values of Frank & Eileen, and act as a brand ambassador in all communications. Who You Are 2+ years of luxury omnichannel customer service in a like-minded environment (ecommerce, wholesale, and retail) with relevant fashion experience preferred. Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system), and all social media platforms. Ability to think outside the box and question everything, with a keen eye for detail. Excellent time management skills, extremely well organized and adept at prioritizing workloads under pressure and independently. Ability to multitask and self manage. A high level of integrity in all communications and interactions. Ability to collaborate and comfortable communicating with other teams to find solutions. Compensation Range of $26-$28 per hour Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations. The pay range for this role is: 26 - 28 USD per hour (Frank & Eileen HQ) #J-18808-Ljbffr Frank & Eileen