Customer Experience Specialist

We're looking for a Customer Experience Specialist to help make sure every interaction our customers have with ChicknLegs is a great one. You'll be one of the primary points of contact for our customers — answering questions, solving order issues, processing returns and exchanges, troubleshooting problems, and helping customers find the right products. But this role is more than answering tickets. We want someone who takes ownership of problems, looks for patterns, and thinks about how we can make the customer experience better as ChicknLegs grows. You'll work closely with our warehouse, sales, product, and other teams to get customers answers, solve problems quickly, and bring recurring customer feedback back into the business. What You’ll Do Customer Support + Problem Solving Provide friendly, accurate, and timely customer support across email, chat, social media, and other customer service channels Own customer questions and issues through resolution, including complex or unusual situations that require investigation or coordination with other teams Troubleshoot shipping, order, payment, promotion, product, and account issues Handle difficult customer situations calmly and use good judgment to find solutions that balance customer experience with company policies Maintain clear and accurate records of customer interactions and resolutions Orders + E-Commerce Use Shopify to manage customer orders, returns, exchanges, refunds, address changes, cancellations, and other order-related needs Work closely with the warehouse to resolve fulfillment errors, shipping issues, lost or delayed packages, and other order exceptions Understand ChicknLegs' order and fulfillment processes well enough to investigate issues and identify where something went wrong Become an expert on ChicknLegs products, including fit, sizing, materials, features, and care, so you can confidently help customers find what they need Customer Experience + Continuous Improvement Look beyond individual tickets to identify recurring customer issues, trends, and opportunities to improve the customer experience Track and communicate common customer questions, complaints, product feedback, and other patterns to the appropriate teams Identify unnecessary friction in the customer journey and recommend practical solutions Help improve customer service processes, documentation, templates, FAQs, and other resources as the company grows Use customer experience data and feedback to help identify where we can improve response times, resolution quality, and overall customer satisfaction Cross‑Functional Collaboration Partner closely with the warehouse team to investigate and resolve fulfillment and shipping issues Share recurring feedback about fit, sizing, quality, products, and customer requests with Product and other relevant teams Coordinate with Sales on wholesale inquiries, bulk orders, and customer issues involving retail partners when needed Communicate clearly across teams and follow issues through to resolution rather than simply passing them along Ideal Qualifications 2+ years of customer service or customer experience experience, preferably in e-commerce, DTC, apparel, consumer products, or a related environment Hands‑on experience using Shopify preferred Experience with Re, Gorgias, Zendesk, Kustomer, or another customer service/helpdesk platform preferred Strong written and verbal communication skills with excellent attention to tone, clarity, and accuracy Strong problem‑solving skills and the ability to independently investigate issues and determine next steps Able to recognize patterns across customer interactions and think beyond the immediate ticket to identify broader issues or opportunities Comfortable working with customer service metrics and using data and feedback to identify areas for improvement Highly organized and able to prioritize multiple customer needs and issues in a fast‑moving environment Comfortable navigating ambiguity and solving problems when there isn't already a perfect process in place Strong judgment, ownership, and follow‑through Experience working cross‑functionally with fulfillment, warehouse, sales, product, or other teams is a plus Passion for running and familiarity with running culture is a plus Ability to work from our Raleigh, NC office ChicknLegs super fan — duh If you don’t meet every single qualification but are excited about this role, we still encourage you to apply. Culture + Personality You genuinely like helping people You take ownership + follow things through You’re curious + want to understand why something happened You notice patterns + look for ways to make things better You’re adaptable + resourceful You communicate openly + clearly You’re proactive about solving problems You care about giving customers an experience that feels like ChicknLegs Competitive compensation Medical, dental, and vision benefits Paid time off: vacation, sick time, and holidays Paid parental leave Simple IRA with match Educational assistance plan Flexible schedule Free snacks and bevvies to keep you going Opportunities for professional growth and development Company events, team outings, and culture initiatives A supportive, people‑first work environment Equal opportunity Employer ChicknLegs is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr ChicknLegs