Freebird is a customer-obsessed company that creates meaningful experiences for customers who love handcrafted boots. The role involves delivering exceptional customer experiences through various support channels, troubleshooting issues, and collaborating with cross-functional teams to ensure customer satisfaction.
Responsibilities
- Deliver personalized, high-touch customer experiences that feel uniquely Freebird and consistently exceed expectations via email, chat, and other support channels
- Become an expert on our product line – learning every detail to confidently identify, describe, and recommend styles and sizes, helping customers find the perfect pair
- Support customers through live web chat and email with professionalism, warmth, and efficiency
- Follow up post-purchase to ensure satisfaction and strengthen long-term relationships
- Troubleshoot and resolve customer concerns by identifying root issues and coordinating appropriate solutions
- Communicate cross-functionally with management, marketing, sales, and warehouse teams to ensure seamless order fulfillment and service execution
- Manage inbound emails and live chat inquiries related to orders, shipping, returns, and general brand questions
- Manage and resolve shipping-related issues, including FedEx claims and chargeback support
- Maintain accurate documentation and follow established customer support processes
- Additional responsibilities may be assigned as needed
Skills
- Resides in Colorado and can be available to meet in-person in the Greater Denver Area
- Strong written communication skills with a customer-first mindset
- Ability to handle sensitive situations with professionalism and care
- Organized, detail-oriented, and comfortable managing multiple cases at once
- A customer-first mindset with a genuine passion for creating exceptional experiences
- Familiarity with Shopify, Google Workspace, Slack, and Gladly is a plus
- Previous experience in customer service, e-commerce, or retail support preferred
- An interest in fashion, styling, and current trends
Benefits
- Health Insurance
- Company Paid Life Insurance
- 401k with match
- Competitive PTO package
Company Overview
In 2009, a vision began forming into a reality. But truth is, we are just getting to our starting gate. It was founded in 2009, and is headquartered in Denver, Colorado, USA, with a workforce of 11-50 employees. Its website is https://www.freebirdstores.com/.