We are seeking a Customer Experience Specialist to deliver exceptional service and support for our luxury e-commerce clientele. This role is responsible for ensuring a seamless and personalized shopping experience, resolving customer inquiries with professionalism, and collaborating with internal teams to optimize service processes. The ideal candidate is detail-oriented, proactive, and passionate about luxury retail, client satisfaction, and relationship-building.
Duties & Responsibilities Include:
Customer Service & Support
- Deliver white-glove customer service via email, chat, and phone, ensuring every customer interaction reflects the brand’s luxury standards.
- Assist customers with inquiries regarding orders, product details, policies, and shipping timelines, providing tailored solutions that enhance their shopping experience.
- Proactively engage with customers to offer styling advice, product recommendations, and order modifications to drive brand loyalty and repeat business.
- Manage and escalate high-priority customer issues, including VIP client concerns, order disputes, and fulfillment delays, ensuring swift resolutions.
- Process returns and refunds in coordination with the warehouse and finance teams, ensuring accuracy and adherence to company policies.
- Investigate and resolve order-related issues, including lost packages, chargebacks, payment discrepancies, and fraud cases, while working closely with the Finance team.
- Maintain service level agreements (SLAs), ensuring all customer inquiries are handled in a timely and professional manner.
- Track and analyze customer interactions, identifying patterns and opportunities to enhance the customer journey.
- Assist in developing customer service guidelines and knowledge resources to ensure a consistent, high-touch customer experience.
Customer Relationship Management & Retention
- Engage with customers to foster brand loyalty and long-term relationships, ensuring a personalized and memorable shopping experience.
- Utilize CRM tools to track customer interactions, preferences, and service history, enabling proactive and customized client engagement.
- Collaborate with the marketing and e-commerce teams on clienteling initiatives, including follow-ups, loyalty outreach, and special client offers.
Process Improvement & Collaboration
- Work closely with the Operations and E-Commerce teams to troubleshoot fulfillment challenges and optimize workflows through AI and other resourcees.
- Identify opportunities for service enhancements and contribute to ongoing process improvements that improve response times and customer satisfaction.
- Assist in refining and documenting Standard Operating Procedures (SOPs) for customer service functions.
- Contribute to the training and development of new customer service team members, sharing best practices and product knowledge.
Technology & Systems Expertise
- Customer Service Platforms: Gorgias or other helpdesk software.
- E-Commerce Platforms: Shopify Plus & relevant apps (Narvar, Fraud protection software, Paypal, etc)
- CRM & Clienteling Tools: Experience with customer data tracking and engagement platforms is a plus.
- Productivity Tools: Excel, PowerPoint, Google Suite.
Performance Metrics & Reporting
- Monitor and improve customer service KPIs, including response times, resolution rates, and customer satisfaction scores (CSAT, NPS).
- Track customer trends and feedback, providing insights to improve service quality and the overall e-commerce experience.
Desired Skills & Experience
- Customer-Obsessed: Passionate about delivering a best-in-class luxury service experience.
- Strong Communicator: Exceptional verbal and written communication skills, with a polished and professional tone.
- Problem-Solver: Quick-thinking, solution-oriented, and able to handle high-pressure situations with grace.
- Detail-Oriented & Organized: Manages multiple tasks efficiently while maintaining a high level of accuracy.
- Proactive & Adaptable: Takes initiative, works independently, and adapts to evolving customer needs.
- Tech-Savvy: Comfortable navigating customer service and e-commerce platforms, with a willingness to learn new systems.
- Luxury & Global Mindset: Experience with international customers, multi-currency transactions, and luxury retail is a plus.
Top Skills
What We Do
Established in 2014 by Mike Amiri, the luxury menswear and womenswear brand, AMIRI, marries refined craftsmanship with the glamor of LA’s authentic skate and street culture.
An LA native, founder Mike Amiri began his career in fashion by handcrafting unique stage pieces for iconic hard rockers such as Axl Rose and Steven Tyler. Eternally intrigued by such dark, heroic figures, his flair for tapping into this rock ‘n’ rock ethos led him to design an exclusive capsule collection for the LA-concept store, Maxfield.
Since this debut collection, Mike established a distinct design signature with his deconstructed, hand-embellished denim jeans, leather jackets, grungy flannel shirting and graphic tee-shirts — all grounded in the nostalgic touchstones of his Californian youth. Early styles, like the MX1 jeans and Bandana Buckle boots, remain the pillars of AMIRI today, and the designer’s nascent DIY sensibility has since evolved into a studied and distinct savoir-faire.
Today, AMIRI presents a collection bi-annually at Paris Fashion Week and is available from some of the most renowned retailers worldwide, such as Barneys, Bergdorf Goodman in New York, Galeries Lafayette in Paris, Selfridges in London and Joyce in Hong Kong. As its global presence grows, AMIRI remains faithful to its roots: each garment is still a labor of love, cut from the finest fabrics, produced in majority in LA, and often even hand-finessed in-house. More recently, production of leathergoods and tailored suiting moved to Italy.
Since 2018, Mike Amiri has been a member of the CFDA. In 2018, he was also nominated for the Swarovski Award for Emerging Talent at the CFDA Fashion Awards and honored with the Emerging Talent Award at the Footwear News Achievement Awards. In 2019, Mike was nominated for the Menswear Designer of the Year at the CFDA Fashion Awards.
.png)
