Customer Experience Associate

Here at Buck Mason, we're committed to providing our customers with the an extraordinary shopping experience from start to finish. As a Customer Experience team member you will play a critical role in turning our customers into promoters while scaling and improving our daily operations. The ideal candidate is a driven, results-oriented, self-directed and strategic customer advocate. This person is obsessed with creating a unique interaction between each customer and the Buck Mason brand.

You'll work closely with technology, product, retail, and online teams to implement, maintain and, most importantly, improve processes and systems that innovate the customer experience and e-commerce industry.


Responsibilities

• Serve as the first contact and on-call resource for all customers via phone, email and live chat
• Quickly and accurately problem solve for any customer deliveries, transactions and experience that don't go 100% as planned
• Understand our styles and technology inside and out in order to offer fit and style advice tailored to each customers needs
• Use Excel and Google Sheets to track and analyze data for routine problem orders
• Analyze appropriate metrics for measuring customer experience, engagement and satisfaction.
• Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible.
• Partner with leadership team to create and execute new policies, procedures and client retention initiatives.

Qualifications

• Strong leadership, organizational, administrative and project management skills.
• A creative problem solver that looks for new solutions versus the status quo.
• Flexible and resilient, comfortable with ambiguity, adaptable to a fast changing environments.
• You're serious about your grammar. The difference between you're and your matters to you.
• Looking for passionate academics looking to grow with us.
• Ability to work on-site at our Los Angeles office.

What we offer

• Health, dental & vision Insurance
• Fitness & wellness benefits
• 401k retirement savings plan with Company matching
• Quarterly clothing allowance

$18 - $22 an hour

Here at Buck Mason, we're all about transparency and fairness, especially when it comes to compensation. While the base salary range for this role is $18-$22, your total compensation package is dependent on experience.

Founded in 2013 by Sasha Koehn and Erik Allen Ford, Buck Mason makes simplified clothing for the modern man. At the heart of everything we do is the unclouded California ethos of quality, restraint, and integrity. We take iconic pieces and reconstruct them in hard-wearing fabrics, with timeless details, and the perfect fit. Our goal is to offer fashion that is less complicated, building pared-down essentials that live beyond a single season. With its corporate offices headquartered in Los Angeles, Buck Mason's retail footprint extends from sea to sea, through e-commerce and brick-and-mortar locations in Los Angeles, San Francisco, New York, Brooklyn, and more.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.