Senior Customer Experience Associate

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: TYPE OF WORK

Full Time

: SALARY

1000

: HOURS PER WEEK

40

: DATE UPDATED

Apr 10, 2026

JOB OVERVIEW

## About HAVN

HAVN is a science-backed apparel brand on a mission to make protecting your health as effortless as getting dressed. We design and develop EMF radiation-protective clothing that allows people to enjoy the benefits of modern technology without compromising their long-term wellbeing.

We exist at the intersection of health, innovation, and everyday wearability. From EMF-protective basics to specialized garments for sleep, recovery, and reproductive health, HAVN is building a category — and a community — around the belief that prevention is the most powerful tool we have. With over 5,300 five-star reviews and a growing presence across men's, women's, and children's lines, we are scaling quickly and looking for exceptional people to grow with us.

---

## About the Role

We’re looking for a fully remote Customer Service Representative who thrives in a fast-paced environment. In this role, you will be the voice of our brand, delivering an exceptional e-commerce experience. The ideal candidate is proactive, detail-oriented, and highly communicative. You will encourage a service mentality with a dedication to elevating the client experience.

---

## What You Will Do

- Manage a high-volume support inbox and ticket queue across all channels (email, chat, social), responding to every inquiry in a timely, clear, and on-brand manner.
- Handle all order management processes within Shopify, tracking, returns, exchanges, shipping inquiries, and fulfillment-related requests, with accuracy and attention to detail.
- Resolve complaints and escalations with a solution-oriented mindset, turning challenges into opportunities to strengthen customer loyalty.
- Coordinate with internal teams (logistics, fulfillment, operations) to address issues efficiently and maintain smooth workflows end to end.
- Maintain accurate records of all customer interactions, feedback, and resolutions in the CRM/helpdesk system to ensure data integrity and continuity.
- Develop deep product knowledge to provide confident, informed guidance to customers across the full HAVN catalog.
- Ensure all communications consistently reflect the HAVN brand voice, tone, and values across every touchpoint and platform.
- Proactively identify gaps and inefficiencies in customer service workflows and recommend process improvements to leadership.
- Support cross-selling opportunities where relevant, connecting customers with products that genuinely meet their needs.
- Track and aim to exceed individual KPIs, including response time, resolution rate, and CSAT, contributing to team performance goals.

---

## Required Experience and Qualifications

- Minimum 2–3 years of customer service experience in an e-commerce or retail environment.
- Native or C2-level English fluency — exceptional written and verbal communication is essential.
- Advanced proficiency with Shopify, including order management, refunds, exchanges, and customer data handling.
- Hands-on experience with a CRM and/or helpdesk/ticketing platform (Richpanel, Zendesk, or similar).
- Genuinely warm, empathetic, and patient communicator — someone who brings calm and care to every interaction, including during peak seasons or difficult conversations.
- Proven ability to manage a high-volume workload with accuracy, organization, and attention to detail.
- Experience managing carrier claims, lost package investigations, and 3PL-related escalations.
- Ability to follow SOPs while exercising independent judgment when situations require it.
- Comfortable operating in a fast-paced, growth-oriented environment with evolving priorities.

---

## Preferred Qualifications

- Familiarity with G-suite and/or basic data entry and reporting tools.
- Experience with email marketing platforms or basic CRM automation (Klaviyo or similar).
- Background in apparel, wellness, or health-focused brands.
- Passion for or understanding of health, EMF awareness, or wellness is a plus.

---

## Additional Information

- Full-time availability (40 hours/week).
- Must work in Eastern Standard Time (EST), Monday–Friday.
- Reliable internet connection and ability to join virtual meetings.

SKILL REQUIREMENT

Customer Support

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Senior Customer Experience Associate

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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