Customer Experience Specialist

Customer Experience Representative

As a Customer Experience team member, you will be responsible for delivering timely, high-quality support across all customer channels, including email, chat, and social platforms. In this role, you will manage customer inquiries, order-related needs, and issue resolution while partnering closely with internal teams.
As part of a fast-paced and growing team, you may also contribute to cross-functional initiatives and special projects outside of your day-to-day responsibilities. A flexible, team-first mindset is essential to improving the overall customer experience and supporting broader company goals.
What You'll Do
Respond to customer inquiries across email, chat, and voice with speed, accuracy, and empathy
Identify, troubleshoot, and resolve customer concerns in a timely and professional manner
Maintain a positive, customer-first tone in all interactions
Manage order support, including edits, cancellations, returns, and replacements
Partner with 3PLs via Slack and email to resolve shipping, delivery, and inventory issues
Use tools like Zendesk, Shopify, Fulfil, and Loop to research and resolve customer needs
Document all customer interactions and identify trends to improve processes
Collaborate cross-functionally with warehouse, product, and marketing teams
Support special projects and take on additional responsibilities as business needs evolve
Schedule & Work Environment
Remote (Work From Home)
Monday: 9:00 AM

6:00 PM
Tuesday: Off
Wednesday: 9:00 AM

6:00 PM
Thursday: Off
Friday: 9:00 AM

6:00 PM
Saturday: 9:00 AM

5:00 PM
Sunday: Closed
Team members are expected to be clocked in and actively working during scheduled hours.
Benefits:
4 day work week
Health Insurance (Dental and Vision Included)
HSA
401(k) Program
14 Days PTO
Annual Performance Reviews with Associated Merit Raises
Fully Paid Parental Leave: 12 Weeks Paternity, 16 Weeks Maternity
Sick Leave
Generous Employee Discount
About Homefield:
Based in Indianapolis, Homefield was founded in 2018 with the goal of being the most thoughtful collegiate apparel brand. We pride ourselves on thoughtful design, incredibly comfortable garments and a premier direct-to-consumer experience. Devoted adherents to the power of narrative, our unique, vintage-inspired apparel tells the story of your favorite memories, and will be right alongside you to celebrate the ones not yet made.