Remote Customer Service Coordinator bei Petite Plume

About Petite Plume:

Petite Plume is a high growth luxury sleepwear company sold primarily by DTC with a presence in nearly 600 points of sale including Neiman Marcus, Maisonette, Nordstrom and more! We believe in empowering people and opening doors for new opportunities. We value our teams and want them to grow with us. If you’re looking for a place that values hard work, strong relationships, and diverse ideas – all while having fun together – Petite Plume is the place for you! This is a great opportunity to come in as a Customer Service Representative in a fast-growing, luxury apparel company during our busy holiday season.

The Role and Your Impact:

At Petite Plume, customer satisfaction is at the heart of everything we do. As our Customer Success Coordinator, you’ll play a vital role in supporting our team and prepping for our peak season—our version of the "Super Bowl." This is our most exciting and high-volume time of year, and we’re committed to delivering a luxurious, friendly, and memorable  experience to every customer.

In this role, you will be the front line of communication for our customers, ensuring inquiries are handled with care, efficiency, and a personal touch. Your work will directly impact customer loyalty and brand perception, making this role an essential part of our seasonal success story.

What you will do:

• Respond to customer inquiries across multiple channels (email, chat, phone, etc.) with empathy and efficiency
• Troubleshoot order issues, delivery concerns, and product questions in a timely and friendly manner
• Maintain accurate records of customer interactions using our support platform (e.g., Gorgias, Shopify)
• Collaborate with internal teams (e.g., fulfillment, marketing, and e-commerce) to create tailored solutions and information for customers needs
• Assist in updating automation features within our support platform, FAQs, and customer support resources 
• Support loyalty initiatives and post-purchase engagement efforts as needed
• Update customer records in the system and order information, including notes about interactions
• Assist with the monitoring of trends and KPIs
• Collaborate with Customer Success Manager and Brand Retention Manager to proactively suggest improvements to the customer journey
  
  

What experience you need:

• 1-2 years of demonstrated customer service experience in a retail environment, client facing, or e-commerce support role 
• Demonstrated strong written communication skills and a knack for brand voice consistency
• Open availability, including to work weekends and key holidays within November and December

What will make you successful:

• Experience with customer service tools like Gorgias, Zendesk, or similar platforms
• Detail-oriented, tech-savvy, and able to quickly learn new systems
• Time-management skills (demonstrated in a remote position or within e-commerce preferred)
• Ability to multitask and collaborate cross departments
• Strong interpersonal and communication skills
• Calm under pressure and comfortable handling a high volume of inquiries with grace and empathy
• Team-oriented, but able to thrive independently in a remote environment
• Bonus points if you’ve worked in a fashion, wearables, or retail environment with knowledge of fabrics, embroidery, or homeware

In addition, to succeed in this role, you will need:

• A reliable computer with up-to-date software
• Strong and stable Wi-Fi connection
• A quiet, distraction-free workspace

What's in it for you:

• Competitive hourly rate 
• Petite Plume 50% employee discount
• A great corporate culture with a fun team, and the ability to make a real impact in a growing company!
• A great hybrid position at a company with unlimited growth potential and a lean organizational structure.