Customer Experience Representative & Marketing Comms Specialist chez Consuela LLC

Description

Customer Experience Representative & Marketing Comms Specialist - fashion lifestyle brand — Consuela

Location: Austin, TX - Consuela HQ (Hybrid)
Reports To: Customer Experience Manager
Department: Marketing
FLSA: Exempt

At Consuela, we believe every customer interaction is a chance to bring Consuela’s mantra of Make Today Ridiculously Awesome! to life…one person, one moment, one connection at a time.

As a Customer Experience Representative (70% of your time), you’ll be the front line of connection—building trust, solving challenges, and leading with empathy for Consuela customers and prospects. From answering product questions to resolving concerns—or simply adding a spark of joy to someone’s day—you’ll embody the heart and soul of our brand. This role is not about processing “tickets.” It’s about creating community, inviting connection, delivering delight, and treating every conversation as a meaningful reflection of our mantra: Make Today Ridiculously Awesome.

The remaining 30% of your time, as a Marketing Communications Specialist, will focus on special projects within the marketing team—ranging from influencer partnerships and public relations to photo shoot prep and store marketing initiatives. You’ll collaborate closely with the CMO and Marketing Director, gaining hands-on experience and contributing directly to bringing the Consuela Brand Ethos to life. 

What You’ll Do

• Serve as a primary point of contact for customers via phone, email, text, and chat
• Provide 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 effectively
• Coordinate & contribute to marketing  projects as assigned…influencer, Public Relations, photo shoot prep, store marketing…never a dull moment.  
• Leverage our suite of tools (Zendesk, Gorgias, or similar) to manage communications and track resolutions
• Share insights and patterns from customer interactions to advocate for improvements across the customer journey
• Contribute to a positive, energetic team culture—where customer happiness and teammate support go hand in hand

What Success Looks Like

• You respond quickly, calmly, and kindly to customers across platforms
• You treat each customer as if they’re your only one—taking full ownership of the experience
• You maintain clear, warm, and professional communication at all times
• You contribute ideas and feedback that help improve the way we serve our community
• You take pride in the details—following up, closing the loop, and ensuring no request goes unresolved

Requirements

What You Bring

Qualifications

• 1–3 years in a customer-facing role, ideally in retail, fashion, or eCommerce
• Experience using email, chat, and phone tools to serve customers
• Strong written and verbal communication skills, PR experience is a BIG plus.
• Comfort navigating digital tools, CRMs, and internal systems
• Fluency in Spanish is a plus

Skills & Strengths

• Empathetic Listener: You genuinely care. You pause, understand, and respond with warmth and clarity
• Clear Communicator: Friendly, concise, and always professional—your messages feel like you, not a script
• Creative Problem Solver: You don’t stop at “I don’t know.” You find the answer, escalate when needed, and close the loop
• Calm Under Pressure: You handle stress, conflict, or high volume with composure and grace
• Detail-Oriented & Accountable: You follow through, follow up, and own your role in the customer experience
• Team-Oriented: You collaborate across departments, ask questions, and pitch in wherever needed
• Resilient & Adaptable: No two days are the same—and that’s exactly how you like it

Traits That Thrive in This Role

• Brand Stewardship. You treat every customer interaction as a reflection of the brand
• Problem Solver. You find joy in solving problems and turning a tough conversation into a positive outcome
• Team Player. You love being part of a mission-driven team
• Proactive. You don’t need to be micromanaged—you show up and deliver
• High EQ. You’re emotionally intelligent, growth-oriented, and unafraid to ask questions

About Consuela

In 2005, Consuela's Founder, CEO & Chief Creative Officer, Conni Reed found herself unfulfilled working in the corporate world. She set out on a quest to bring joy into her life and positively impact the world, honoring the artists and culture that shaped her fondest memories of being captivated by the vibrant contrast of colors, textures and human connection she enjoyed during childhood trips to Mexico with her father.

Conni set three goals; 1.) Make Art. 2.) Support and Uplift Women. 3.) Work in Mexico. Today, twenty years later, what started as a one-woman entrepreneurial venture out of her garage in Dripping Springs, TX, Consuela, is a beloved, vibrantly colored, textural, meticulously built handbag and accessories brand headquartered out of Austin, TX and Leon, Guanajuato, Mexico.

The name Consuela is derived from the verb ‘consolar’, meaning to console, comfort and uplift. This spirit is reflected in Consuela’s simple yet powerful mantra: ‘Make Today Ridiculously Awesome!’ Our mantra shapes everything we do from designing with purpose to blending artistry with functionality to celebrating resilience and embracing all the twists and turns of life’s journey.

The ‘Art of the Unmatched’ is Consuela’s trademarked design philosophy and it’s the basis, foundation and inspiration for each collection. Consuela is representative of life’s journey, a collage of sights, sounds, emotions, and travels. Unexpected colors, textures, and patterns, that are purposefully “unmatched” rather than mismatched as if by mistake.

Driven to support and uplift women, Conni founded the Consuela Viva Babe program to honor women who inspire others with their courage and strength. This initiative reflects Consuela’s dedication to shining a light and sharing stories that could easily be overlooked.

Conni’s belief in nurturing the creative community is evident in her efforts to uplift communities in both countries. Through integrity-driven operations and long-term relationships, Conni supports culture and fosters thriving communities, underscoring her mission to grow and win together. Under Reed’s leadership, Consuela has earned recognition in Forbes Small Giants, with features in Us Weekly, NY Post, Good Morning America, Texas Monthly and more. 

Rooted in the 7P’s of our Evergreen Certification, we are a Purpose-driven team with the grit and resourcefulness to build a Private, Profitable, enduring and market-leading business that makes a positive dent in the universe.

Consuela continues to redefine fashion with purpose with a growing omnichannel business spanning  e-commerce (ConsuelaStyle.com), wholesale (1,200+ accounts), retail (3 stores), and national department store presence. As the brand evolves, Reed remains committed to creating art, supporting and uplifting women, designing with intention and celebrating life’s journey.

Ready to Make Someone’s Day?

Apply now and join a team that leads with heart, listens with empathy, and shows up every day to make it ridiculously awesome.