PT Customer Experience Associate

Zoe is seeking a highly organized, people-oriented Customer Experience Associate to join our team. The ideal candidate is empathetic, adaptable, and passionate about supporting families through thoughtful customer care. At Zoe, our mission is to create products that give parents the freedom and confidence to experience life to the fullest with their kids. We believe every customer interaction should reflect that same level of care and support. Zoe is a fast-paced, flexible, and highly collaborative environment. We will provide the foundational training needed for success in this role, while also looking for someone who is comfortable learning on the go and adapting as the business continues to grow and evolve. This is a part‑time position that is primarily remote; however, candidates must be located in the Charlotte or Nashville metro area. The role requires working from the office one day per week for approximately 3–4 hours to collaborate with the Customer Experience team and broader Zoe team. Primary responsibilities Respond to customer inquiries with empathy and excellence through Gorgias (Customer Service Tech Platform), taking issues from initial inquiry to a solution Engage in chats and text conversations with customers Respond to voicemails and have conversations with customers as needed Support Zoe’s Customer Experience mission of creating empathetic solutions that work for real‑life parents Provide product expertise to potential customers needing support in the pre‑purchase phase Troubleshoot product issues and vet/screen potential warranty claims Provide additional support to the Zoe CX team as needed; this may include but is not limited to processing returns, providing backup support for other team members, and helping in peak times Look for patterns and opportunities to stop customer issues and questions before they happen Participate in scheduled chat hours, 2‑3 hour shifts, 3 days each week (times/days TBD, with flexibility and additional hours as needed) Work from the office 1 day each week for 3‑4 hours to collaborate with other CX members and the broader Zoe team, perform QC checks on outgoing orders, and other tasks as needed. Specific hours will be determined with collaboration between employee and manager. Nights and weekends are high‑demand times for our team. At least 4 hours/week of night/weekend support will be required as part of this role. Qualifications Strong written and verbal communication skills with the ability to communicate professionally and empathetically with customers Passion for helping people and creating positive experiences for parents and caregivers Highly organized with strong attention to detail and the ability to manage multiple priorities Comfortable working in a fast‑paced, evolving environment with flexibility and adaptability Self‑motivated and able to work independently while also collaborating effectively with a team Comfortable learning new systems and technology platforms; experience with Gorgias, Zendesk, Shopify, or similar tools is a plus Strong problem‑solving skills and confidence guiding customers toward solutions Willingness to work flexible hours, including some evenings and weekends Must be located in the Charlotte or Nashville metro area and able to work in‑office one day per week Previous customer service, retail, hospitality, or customer experience experience preferred but not required Positive attitude, strong sense of ownership, and willingness to jump in where needed Role Type and Benefits Expected Schedule: Approximately 20 hours per week Additional Benefits Paid time off - 10 work days/year plus approximately 11 paid holidays each year 401(k) plan, including a company match of 50% on deferrals up to 10% of pay period compensation We believe in equal opportunity for all and do not discriminate based on race, gender, age, disability, or any other protected characteristic. Any offer of employment is contingent upon the successful completion and return of a favorable background check. #J-18808-Ljbffr Zoe