Customer Experience Representative

Full-time Description Customer Experience Representative Location: Remote Reports To: Customer Experience Manager Department: Marketing FLSA: Exempt About Consuela Consuela is a growth-stage lifestyle brand founded by artist, designer, and philanthropist Conni Reed to fulfill her passion for creating art, supporting and uplifting women, and working in Mexico. Based in Austin, TX, and Leon, Guanajuato Mexico, the Consuela team collaborates across borders to bring art to life with each collection of bags, charms, and accessories that reflect Conni’s design philosophy, The Art of the Unmatched™ – an intentional juxtaposition of colors, textures and patterns that reflect life’s wild and varied journey. Consuela’s purpose and mantra – Make Today Ridiculously Awesome (MTRA) – is woven into the very fabric of the company and stitched inside each product as a daily reminder that finding joy in the journey is our choice to make. What You’ll Do At Consuela, we believe every customer interaction is a chance to bring Consuela’s MTRA mantra to life…one person, one moment, and one connection at a time. As a Customer Experience Representative, you will be responsible for helping our beloved Consuela customers. We have an amazing community of Consuela supporters and our goal is to provide an exceptional experience for everyone we interact with by establishing meaningful connections while also being tenacious in the pursuit of problem solving. In short, we believe that empathy paired with a solutions oriented mindset are the keys to great customer service. While this role can be fully-remote, there is a strong preference for the person to be located in the Central Texas area in order to visit the Austin office on occasion. Serve as a primary point of contact for customers via phone, email, text, and chat Provide thoughtful, empathetic support across a wide range of topics—from style recommendations, helping to pick out the perfect gift to shipping concerns to product questions, if a customer wants to talk/text/email/chat about it…you’re there for them. Collaborate across teams (eCommerce, Marketing, Retail, Warehouse, Product) to resolve customer issues efficiently and effectively Leverage our suite of tools (Zendesk, Gorgias, or similar) to manage communications and track resolutions Share insights and patterns from customer interactions to advocate for improvements across the customer journey Contribute to a positive, energetic team culture—where customer happiness and teammate support go hand in hand What Success Looks Like You lead with empathy and patience You respond quickly, calmly, and kindly to customers across platforms You treat each customer as if they’re your only one—taking full ownership of the experience You maintain clear, warm, and professional communication at all times You contribute ideas and feedback that help improve teamwork and the way we serve our community You take pride in the details—following up, closing the loop, and ensuring no request goes unresolved Requirements What You Bring Qualifications 1–3 years in a customer-facing role, ideally in retail, fashion, or eCommerce Experience using email, chat, and phone tools to serve customers Strong written and verbal communication skills, PR experience is a BIG plus. Comfort navigating digital tools, CRMs, and internal systems Fluency in Spanish is a plus Skills & Strengths Empathetic Listener : You genuinely care. You pause, understand, and respond with warmth and clarity with a high EQ Clear Communicator : Friendly, concise, and always professional—your messages feel like you, not a script Creative Problem Solver : You don’t stop at “I don’t know.” You find the answer, escalate when needed, and close the loop Calm Under Pressure : You handle stress, conflict, or high volume with composure and grace Detail-Oriented & Accountable : You follow through, follow up, and own your role in the customer experience Team-Oriented : You collaborate across departments, ask questions, and pitch in wherever needed Resilient & Adaptable : No two days are the same—and that’s exactly how you like it Proactive: You don’t need to be micromanaged—you show up and deliver