🔥 Customer Experience Representative 🌮 (South Austin)

Customer Experience Representative - (in-office/Austin) Location: Austin, TX | In-Person | Full-time Company: Smartish Reports To: Operations About Smartish Smartish is a 16-year-old e-commerce company based in Austin, TX, specializing in mobile tech accessories that are clever, useful, and fun. We’ve built our reputation by creating products that make people smile — and work like a charm. From Amazon to DTC, we pride ourselves on creating a customer experience that’s as smooth as our phone grips. We run on the Entrepreneurial Operating System (EOS), which means we’re all about clarity, accountability, and getting the right stuff done by the right people. We believe in solving problems, improving processes, and having a little fun while doing it. This is an incredible opportunity to learn lots of moving pieces of a dynamic independent e-commerce company while working with a collaborative Operations team. What You'll Do You’ll be the front line of our customer experience — making sure every Smartish customer feels like a VIP. You’ll also support critical operations that keep our e-commerce engine running efficiently. This is a full-time, in-person role at our South Austin, TX warehouse. Core Accountabilities Customer Ticket Management SKU Discontinuation Shopify Fraud Checks Amazon A-Z Claims Process Returns Customer Support - Marketing Responsibilities Customer Ticket Management Respond to customer inquiries across platforms (email, Amazon, DTC) with empathy, clarity, and accuracy and on-brand Troubleshoot product issues and provide timely solutions Monitor trends in tickets and escalate recurring issues for root cause analysis Share product feedback with internal teams (Product Development, Order Fulfillment, Marketing) Turn challenges into positive reviews by providing a top notch touch point SKU Discontinuation Coordinate with inventory and product teams to phase out discontinued SKUs Update customer service macros and FAQs Ensure obsolete SKUs are removed or redirected in Shopify and Amazon Shopify Fraud Checks Perform daily fraud review using risk indicators and 3rd-party tools Flag and cancel fraudulent orders; communicate with customers as needed Amazon A-Z Claims Monitor and respond to A-Z Guarantee Claims Present evidence for appeals when appropriate Suggest policy improvements to reduce claim volume Process Returns Guide customers through returns and exchanges Process returns accurately in Shopify and Amazon Collaborate with fulfillment and warehouse teams Customer Support - Marketing Respond to customer DMs across social media platforms (Instagram, Facebook, YouTube) Correspond with affiliates Place sample orders Manage communication for Smartish Society Facebook community You Might Be a Fit If You… Have 2+ years in customer service or e-commerce operations Are detail-obsessed and systems-minded Have excellent writing skills Love solving problems and calming customers Are familiar with Shopify, Amazon Seller Central, and help desk platforms (e.g., Zoho) Enjoy a fast-paced, collaborative environment Embrace feedback and continuous improvement (EOS-style) Can flex between big-picture and nitty-gritty tasks Must love tacos Are based in Austin, TX and excited to work in person Benefits Hourly, full-time position In-person team culture at our Austin HQ Health, dental, and vision insurance FSA 401K with company match Paid time off and holidays Paid covered parking Free Smartish products for you and your +1 TO APPLY: Please respond to this listing with the Subject Line: "Smartish Customer Experience Specialist", a brief explanation of what interests you in this position in the email contents, and your resume attached. ABOUT SMARTISH Smartish makes everyday life a little easier with phone cases and stuff just clever enough to solve unexpected needs. Based in Austin, Texas, our team is a jaunty, down-to-earth, and highly-caffeinated group of folks that, since 2009, have taken our products seriously, but ourselves...not so much. Learn more at www.smartish.com.