Temporary Sr. Customer Service Associate

Temporary Sr. Customer Service Associate

New York, NY

About Khaite

Khaite is a way of looking at the world. Shaped by formative encounters, cultural touchstones, and secret desires, this point of view comes to life through womenswear and accessories that find confidence in contrast. Each piece proposes a fresh balance of opposing elements- masculine and feminine, strength and softness, structure and fluidity- while embodying a signature sensuality and ease.

Founded in 2016 by creative director Catherine Holstein and based in New York, Khaite evolves with each season, building upon a foundation of robust yet polished items distinguished by exceptional materials, exquisite craftsmanship, and subtle yet striking details.

About The Opportunity

We are looking for a Temporary Senior Customer Service Associate (Maternity Leave Coverage) to join the Khaite team. This role will report to the Head of Customer Experience and will be based out of the NYC HQ offices. This role will support the Customer Service team during a maternity leave, and will be responsible for delivering premium, personalized customer service while upholding Khaite's brand standards of excellence. The ideal candidate is detail-oriented, solutions-driven, and highly organized, with a strong ability to interpret data, identify trends, and strives to elevate the customer journey. A high standard of luxury service, refined client communication, and effective cross-functional collaboration are essential to supporting the brand's commitment to excellence.

Essential Duties & Responsibilities

• Deliver a high-touch, personalized experience aligned with the Khaite brand voice
• Assist clients with product inquiries, sizing, styling guidance, and order placement
• Manage and resolve customer concerns, including returns, exchanges & shipping inquiries
• Track and manage orders, coordinating with logistics, retail, and e-commerce teams as needed
• Ensure continuity of service and a seamless handoff before and after the coverage period

Skills & Requirements

• Strong analytical skills: ability to interpret data, identify trends, and drive actionable insights
• Experience leveraging performance dashboards, reporting tools, and ecommerce platforms (e.g., Shopify or similar)
• Must be proficient in Excel and Powerpoint
• Proven ability to deliver a premium, high-touch client experience and manage complex escalations with discretion
• Clear, polished communicator with a luxury-appropriate tone
• Excellent time-management skills; able to prioritize effectively and handle multiple high-impact tasks
• Ensure accuracy across orders, returns, and service workflows to proactively maintain a seamless client experience.
• Ability to work independently, prioritize effectively, and make sound decisions in fast-paced environments
• Deep product and brand awareness, including styling or product-knowledge support
• 5+ years of customer experience; luxury or premium fashion apparel brand preferred
• Systems Utilized: Microsoft Office, Outlook, Gorgias, Shopify, STORM, WMS, Loop, Global-E, UPS & DHL

Our Values

• Creativity ~ We are always imagining, never imitating.
• Integrity ~ We do the right thing.
• Kindness ~ We value people and their ideas, so we act and speak with compassion.
• Agility ~ We move with intention, flexibility, and speed to stay ahead.
• Tenacity ~ We are insatiable. Our drive is relentless.

We Offer

The salary range is $28.00-35.00/hr. The rate of pay offered will be dependent upon the candidates' relevant skills and experience. Other benefits include medical, dental, and vision programs, a company bonus plan, employee discounts and perks, a 401k plan with employer match, and other ancillary benefits.

Khaite is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.