DTC Customer Experience Representative

Title: DTC Customer Experience Representative
Department: Customer Experience
Reports To: Head of Customer Experience
Location: Remote
Employment Type: Full-Time

Overview

HYER is a fast-growing and fast-paced team dedicated to delivering exceptional products and experiences that embody the values of quality, authenticity, and the western way of life. The Customer Experience Representative serves as the first point of contact for customers and retail partners, providing outstanding service and support across all touchpoints. This role plays a key part in managing communication related to orders, cancellations, returns, and warranty claims, ensuring every interaction is handled with professionalism, empathy, and accuracy while contributing directly to driving the HYER customer experience and enhancing overall customer satisfaction.

Key Responsibilities

Customer Communication & Support

• Respond promptly and professionally to customer inquiries via phone, email, and chat.

• Provide clear information on products, orders, shipping status, and company policies.

• Support customers with order placements, tracking, cancellations, and returns, following established SOPs.

• Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution.

• Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values.

Ticket & Queue Management

• Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases.
  
  
• Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims).
  
  
• Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.

Qualifications

• 1–2 years of experience in Customer Experience or eCommerce support.
  
  
• Shopify experience required — ability to navigate orders, process returns, and issue refunds within the platform.
  
  
• Experience with CX ticketing systems (e.g., Kustomer, Zendesk, or Gorgias).
  
  
• Strong written and verbal communication skills; capable of handling high-volume customer communication with clarity and empathy.
  
  
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
  
  
• Familiarity with western apparel, boots, or lifestyle brands is a plus