Bloom Recruiting
Customer Experience Specialist
Location:
Westport, CT
We believe every interaction is an opportunity to build trust, loyalty, and joy with our customers. We’re looking for a
Customer Experience Specialist
to lead our CX efforts with empathy, efficiency, and a problem-solving spirit. This role will be key in ensuring every customer feels heard, supported, and delighted — whether they’re shopping with us for the first time or returning for their favorite pieces.
Key Responsibilities Own escalated customer service tickets and manage complex order issues with clarity and care. Oversee and support our third-party customer service agents, serving as the bridge between HQ and the CS agency. Keep customer experience documentation and procedure guidelines up to date. Respond to and deescalate customer concerns across channels, including email, Instagram, and TikTok DMs. Update and adjust Shopify orders when needed. Reach out to customers who leave negative reviews on Okendo to understand concerns and rebuild trust. Monitor and report on trends in customer feedback, surfacing insights that can drive business improvements. Present analytics on customer service productivity and effectiveness. Analyze the full customer journey to identify pain points and opportunities for a smoother, more joyful experience. Lead, motivate, and train customer experience agents to consistently deliver high-quality service. Collaborate with cross-functional teams to ensure customer insights inform product, marketing, and operational decisions.
Skills & Qualifications Fluent in written and spoken English. Warm, welcoming personality with a customer-first mindset. Strong written and verbal communication skills. Confident decision-maker with proven problem-solving ability. Highly adaptable and able to navigate a fast-paced environment. Experience with Gorgias (or similar CX platform); Shopify experience is a plus. Comfortable analyzing data and presenting actionable insights. Previous experience leading or managing a customer service team is preferred.
Why You’ll Love Working With Us Be part of a growing, thoughtful brand that values creativity and connection. Work alongside a passionate team that’s as dedicated to the details as they are to the big picture. 4 days in office - 1 day work from home Health insurance and PTO
Westport, CT
We believe every interaction is an opportunity to build trust, loyalty, and joy with our customers. We’re looking for a
Customer Experience Specialist
to lead our CX efforts with empathy, efficiency, and a problem-solving spirit. This role will be key in ensuring every customer feels heard, supported, and delighted — whether they’re shopping with us for the first time or returning for their favorite pieces.
Key Responsibilities Own escalated customer service tickets and manage complex order issues with clarity and care. Oversee and support our third-party customer service agents, serving as the bridge between HQ and the CS agency. Keep customer experience documentation and procedure guidelines up to date. Respond to and deescalate customer concerns across channels, including email, Instagram, and TikTok DMs. Update and adjust Shopify orders when needed. Reach out to customers who leave negative reviews on Okendo to understand concerns and rebuild trust. Monitor and report on trends in customer feedback, surfacing insights that can drive business improvements. Present analytics on customer service productivity and effectiveness. Analyze the full customer journey to identify pain points and opportunities for a smoother, more joyful experience. Lead, motivate, and train customer experience agents to consistently deliver high-quality service. Collaborate with cross-functional teams to ensure customer insights inform product, marketing, and operational decisions.
Skills & Qualifications Fluent in written and spoken English. Warm, welcoming personality with a customer-first mindset. Strong written and verbal communication skills. Confident decision-maker with proven problem-solving ability. Highly adaptable and able to navigate a fast-paced environment. Experience with Gorgias (or similar CX platform); Shopify experience is a plus. Comfortable analyzing data and presenting actionable insights. Previous experience leading or managing a customer service team is preferred.
Why You’ll Love Working With Us Be part of a growing, thoughtful brand that values creativity and connection. Work alongside a passionate team that’s as dedicated to the details as they are to the big picture. 4 days in office - 1 day work from home Health insurance and PTO