Customer Experience Specialist

Customer Experience Representative

As a Customer Experience team member, you will be responsible for delivering timely, high-quality support across all customer channels, including email, chat, and social platforms. In this role, you will manage customer inquiries, order-related needs, and issue resolution while partnering closely with internal teams.

As part of a fast-paced and growing team, you may also contribute to cross-functional initiatives and special projects outside of your day-to-day responsibilities. A flexible, team-first mindset is essential to improving the overall customer experience and supporting broader company goals.

What You'll Do

• Respond to customer inquiries across email, chat, and voice with speed, accuracy, and empathy
• Identify, troubleshoot, and resolve customer concerns in a timely and professional manner
• Maintain a positive, customer-first tone in all interactions
• Manage order support, including edits, cancellations, returns, and replacements
• Partner with 3PLs via Slack and email to resolve shipping, delivery, and inventory issues
• Use tools like Zendesk, Shopify, Fulfil, and Loop to research and resolve customer needs
• Document all customer interactions and identify trends to improve processes
• Collaborate cross-functionally with warehouse, product, and marketing teams
• Support special projects and take on additional responsibilities as business needs evolve

Schedule & Work Environment

• Remote (Work From Home)
• Monday: 9:00 AM – 6:00 PM
• Tuesday: Off
• Wednesday: 9:00 AM – 6:00 PM
• Thursday: Off
• Friday: 9:00 AM – 6:00 PM
• Saturday: 9:00 AM – 5:00 PM
• Sunday: Closed

Team members are expected to be clocked in and actively working during scheduled hours.

Benefits:

• 4 day work week
• Health Insurance (Dental and Vision Included)
• HSA
• 401(k) Program
• 14 Days PTO
• Annual Performance Reviews with Associated Merit Raises
• Fully Paid Parental Leave: 12 Weeks Paternity, 16 Weeks Maternity
• Sick Leave
• Generous Employee Discount

About Homefield:

Based in Indianapolis, Homefield was founded in 2018 with the goal of being the most thoughtful collegiate apparel brand. We pride ourselves on thoughtful design, incredibly comfortable garments and a premier direct-to-consumer experience. Devoted adherents to the power of narrative, our unique, vintage-inspired apparel tells the story of your favorite memories, and will be right alongside you to celebrate the ones not yet made.