Purple Dot
Customer Experience Representative
Purple Dot, Charlotte, North Carolina, United States, 28245
Location: Charlotte, NC (Hybrid 2 days/week in-office)
Type: Full-time
At Purple Dot, our vision for e-commerce is simple: Everything that gets made, gets sold.
For decades, brands have waited for stock to arrive at the warehouse before selling online. The result? Nearly 1 in 4 products produced is never sold leading to major losses and massive waste. We believe its time for a radical shift in how e-commerce operates.
Purple Dot is pioneering the pre-commerce movement : helping brands sell earlier before inventory arrives to increase sell-through, reduce waste, and drive profitability. Whether stock is 1 day or 1 year away, our platform enables smarter, faster sales that reduce risk and unlock new growth.
Were trusted by leading brands including Mattel, McLaren, New Era, Limited Run Games , and Oh Polly , and we process millions in pre-orders every month. Backed by top investors like OpenOcean, Connect, Unusual , and Moxxie Ventures , were a 22-person team based in NYC, Charlotte, and London led by second-time founders with a track record of acquisition.
The Role: Customer Experience Representative
Were looking for a Customer Experience Representative who is customer-obsessed , process-driven , and confident working with a technical product . Youll help brands unlock real value from pre-orders building relationships grounded in results, trust, and impact. Youll support both our B2B and B2C channels, becoming a key voice for the customer across the business. Youll work closely with our UK-based Customer Experience Representative, as well as our engineering and sales team, to provide hands-on support and analysis for our customers, ensuring they are set up for success. This is a high-impact role for someone who thrives in fast-paced environments, gets energy from helping customers succeed, and isnt afraid to roll up their sleeves. What Youll Do
Meet customers where they are in their channel of preference whether that is Slack, Email, Chat or Zoom - to provide fast, helpful support Develop deep product knowledge across our product, ecommerce, and partner systems Proactively surface issues, escalate bugs, and champion customer-led feedback and feature requests Use data and insights to prioritize work, inform decisions, and drive GMV growth and product adoption Contribute to and grow our internal knowledge base and customer-facing FAQ Lead customer discovery conversations to better understand their experience and triage product issues or requests Help shape the future of Customer Support improving internal processes and how we collaborate cross-functionally What Youll Bring
2-3 years in Customer Support or Customer Success, or similar at a Series A or B startup A true ownership mindset no task is too small if it means helping a customer succeed A passion for continuous improvement and making things better each day Confidence working with a technical product and collaborating cross-functionally to solve problems and influence product direction Experience working with enterprise accounts, and a track record of going above and beyond Strong communication skills and relationship-building skills with comfort operating at speed Bonus : SaaS, ecommerce, or retail tech experience Always for Action: Move forward swiftly; urgency for customers and the journey Pride in Execution: Deliver with high quality, efficiency, and pride Focus as a Superpower: Prioritize tasks effectively; cut through noise Diversity Raises the Bar: Embrace diverse thinking and experiences The Experience is Fun: Enjoy the journey and maintain a sense of humor Join Purple Dot and help reshape the future of retail. If youre excited about solving real problems for real brands and want to work on something that makes a meaningful impact wed love to meet you. Include your resume/CV , LinkedIn profile , and CXR in the subject line. #J-18808-Ljbffr
Were looking for a Customer Experience Representative who is customer-obsessed , process-driven , and confident working with a technical product . Youll help brands unlock real value from pre-orders building relationships grounded in results, trust, and impact. Youll support both our B2B and B2C channels, becoming a key voice for the customer across the business. Youll work closely with our UK-based Customer Experience Representative, as well as our engineering and sales team, to provide hands-on support and analysis for our customers, ensuring they are set up for success. This is a high-impact role for someone who thrives in fast-paced environments, gets energy from helping customers succeed, and isnt afraid to roll up their sleeves. What Youll Do
Meet customers where they are in their channel of preference whether that is Slack, Email, Chat or Zoom - to provide fast, helpful support Develop deep product knowledge across our product, ecommerce, and partner systems Proactively surface issues, escalate bugs, and champion customer-led feedback and feature requests Use data and insights to prioritize work, inform decisions, and drive GMV growth and product adoption Contribute to and grow our internal knowledge base and customer-facing FAQ Lead customer discovery conversations to better understand their experience and triage product issues or requests Help shape the future of Customer Support improving internal processes and how we collaborate cross-functionally What Youll Bring
2-3 years in Customer Support or Customer Success, or similar at a Series A or B startup A true ownership mindset no task is too small if it means helping a customer succeed A passion for continuous improvement and making things better each day Confidence working with a technical product and collaborating cross-functionally to solve problems and influence product direction Experience working with enterprise accounts, and a track record of going above and beyond Strong communication skills and relationship-building skills with comfort operating at speed Bonus : SaaS, ecommerce, or retail tech experience Always for Action: Move forward swiftly; urgency for customers and the journey Pride in Execution: Deliver with high quality, efficiency, and pride Focus as a Superpower: Prioritize tasks effectively; cut through noise Diversity Raises the Bar: Embrace diverse thinking and experiences The Experience is Fun: Enjoy the journey and maintain a sense of humor Join Purple Dot and help reshape the future of retail. If youre excited about solving real problems for real brands and want to work on something that makes a meaningful impact wed love to meet you. Include your resume/CV , LinkedIn profile , and CXR in the subject line. #J-18808-Ljbffr