Remote Customer Experience Rep

Full-timeDescriptionCustomer Experience RepresentativeLocation: Remote Reports To: Customer Experience Manager Department: Marketing FLSA: ExemptAbout ConsuelaConsuela is a growth-stage lifestyle brand founded by artist, designer, and philanthropist Conni Reed to fulfill her passion for creating art, supporting and uplifting women, and working in Mexico.  Based in Austin, TX, and Leon, Guanajuato Mexico, the Consuela team collaborates across borders to bring art to life with each collection of bags, charms, and accessories that reflect Conni’s design philosophy, The Art of the Unmatched™ – an intentional juxtaposition of colors, textures and patterns that reflect life’s wild and varied journey. Consuela’s purpose and mantra – Make Today Ridiculously Awesome (MTRA) – is woven into the very fabric of the company and stitched inside each product as a daily reminder that finding joy in the journey is our choice to make. What You’ll DoAt Consuela, we believe every customer interaction is a chance to bring Consuela’s MTRA mantra to life…one person, one moment, and one connection at a time.As a Customer Experience Representative, you will be responsible for helping our beloved Consuela customers. We have an amazing community of Consuela supporters and our goal is to provide an exceptional experience for everyone we interact with by establishing meaningful connections while also being tenacious in the pursuit of problem solving. In short, we believe that empathy paired with a solutions oriented mindset are the keys to great customer service. While this role can be fully-remote, there is a strong preference for the person to be located in the Central Texas area in order to visit the Austin office on occasion.Serve as a primary point of contact for customers via phone, email, text, and chatProvide thoughtful, empathetic support across a wide range of topics—from style recommendations, helping to pick out the perfect gift to shipping concerns to product questions, if a customer wants to talk/text/email/chat about it…you’re there for them.Collaborate across teams (eCommerce, Marketing, Retail, Warehouse, Product) to resolve customer issues efficiently and effectivelyLeverage our suite of tools (Zendesk, Gorgias, or similar) to manage communications and track resolutionsShare insights and patterns from customer interactions to advocate for improvements across the customer journeyContribute to a positive, energetic team culture—where customer happiness and teammate support go hand in handWhat Success Looks LikeYou lead with empathy and patience You respond quickly, calmly, and kindly to customers across platformsYou treat each customer as if they’re your only one—taking full ownership of the experienceYou maintain clear, warm, and professional communication at all timesYou contribute ideas and feedback that help improve teamwork and the way we serve our communityYou take pride in the details—following up, closing the loop, and ensuring no request goes unresolvedRequirementsWhat You BringQualifications1–3 years in a customer-facing role, ideally in retail, fashion, or eCommerceExperience using email, chat, and phone tools to serve customersStrong written and verbal communication skills, PR experience is a BIG plus.Comfort navigating digital tools, CRMs, and internal systemsFluency in Spanish is a plusSkills & StrengthsEmpathetic Listener: You genuinely care. You pause, understand, and respond with warmth and clarity with a high EQClear Communicator: Friendly, concise, and always professional—your messages feel like you, not a scriptCreative Problem Solver: You don’t stop at “I don’t know.” You find the answer, escalate when needed, and close the loopCalm Under Pressure: You handle stress, conflict, or high volume with composure and graceDetail-Oriented & Accountable: You follow through, follow up, and own your role in the customer experienceTeam-Oriented: You collaborate across departments, ask questions, and pitch in wherever neededResilient & Adaptable: No two days are the same—and that’s exactly how you like itProactive: You don’t need to be micromanaged—you show up and deliver