Customer Service Associate

Job description

About Fair Harbor Fair Harbor reflects the effortless ease of coastal living –– laid-back and shaped by the elements. Expanding beyond its original swimwear, the brand now brings its signature comfort and versatility to year-round essentials. Every piece is made to be worn hard, sun-faded, salt-washed, and broken in by the life you live. Since launching, the Certified B Corp brand has repurposed over 37 million recycled bottles and other sustainable fabrics into year-round essentials. A bout the Role Title: Customer Service Associate Job Location: Remote Reports To: Manager, Customer Experience Schedule: Part-time, 20 hours per week. Either a Monday-Friday or Tuesday-Saturday schedule, with available shifts of 9:00 am-1:00 pm Eastern or 1:00 pm-5:00 pm Eastern. P osition Summary We are looking for a friendly, detail-oriented and solutions-driven Customer Service Associate to join our growing team. This person will play a critical role in bringing our brand to life for every customer who reaches out. Reporting to the Manager, Customer Experience, this person will be responsible for responding to customer inquiries across email and chat, resolving order and product issues, and ensuring every interaction reflects the Fair Harbor brand. Ideal candidate is empathetic, resourceful, a clear communicator and willing to roll up their sleeves and work closely with cross-functional partners. Responsibilities ● Serve as the first point of contact for customer inquiries across email and chat, delivering fast, friendly, and on-brand responses ● Resolve order issues including shipping delays, returns, exchanges, and product concerns with empathy and urgency ● Partner closely with the warehouse and operations teams to track down order status and resolve fulfillment issues quickly ● Maintain deep product knowledge across the full Fair Harbor assortment to confidently answer sizing, fit, and material questions ● Identify recurring customer pain points and escalate trends to the Customer Experience and Ecommerce teams ● Monitor and respond to customer reviews to help protect and strengthen brand reputation ● Help maintain and update FAQs, macros, and help center content to keep customer-facing answers accurate and efficient ● Collaborate with the Ecommerce team to flag site or checkout issues customers report, helping ensure a smooth end-to-end shopping experience What Success Looks Like ● Fast, accurate, and empathetic resolution of customer issues ● High customer satisfaction (CSAT) scores and low escalation rates ● Strong product knowledge reflected in confident, on-brand communication ● Proactive identification of trends that improve the overall customer experience ● Positive contribution to team culture and cross-functional collaboration