Customer Experience Associate, eCommerce

Position Overview The Customer Experience Associate, E-Commerce, will oversee the Greyson channels of community engagement and work alongside our Digital CX team and in tandem with cross-functional partners to provide personalized and professional consumer experiences. This role is primarily remote but may require some travel to either our Detroit, MI or Grand Rapids, MI locations occasionally. Duties & Responsibilities

• Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
• Oversee the flow of the ticketing platform and operational KPIs.
• Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase.
• Work cross-functionally to personalize strategies that reinforce customer satisfaction.
• Develop and implement CX strategies that reinforce customer retention.
• Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase
• Process returns, exchanges, and refunds.
• Help to oversee upsell strategies and increase customer purchase confidence.
• Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team.
• Support process improvement and work cross-functionally to implement and/or improve processes and procedures.
• Ensure proper documentation and SOPs are readily available.
• Provide a best-in-class customer experience.

Experience & Skills Requirements

• 1+ years of Customer Service experience preferred
• Experience in Shopify, Gorgias, Loop Returns, Rydership, Globale, Yotpo, Wonderment, NetSuite, and Google Analytics is a plus.
• Personal shopping, digital styling, and concierge experience is a plus.
• Must be available weekends and some holidays

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Benefits:

• Unlimited Paid Time Off
• Paid Sick Leave
• 13 annual paid company holidays
• Competitive employee discount
• Paid Family Leave Program (Maternity & Bonding)
• Company paid long-term and short-term disability
• Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401(k) & 401(k) Roth
• Comprehensive Medical Coverage (medical, dental, vision) with company HSA contributions

Company Background:

Greyson is a leader in innovative product design and a lifestyle brand that fosters emotional connections with consumers through authenticity and dedicated service. The company values high design and technical performance, drawing inspiration from its community, supporting the environment, and promoting unity and diversity. Greyson has expanded beyond golf apparel into complementary lifestyle categories, growing its credibility across wholesale, e-commerce, and retail channels. The brand is at a pivotal moment in its growth trajectory.