Customer Experience Associate

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