CUSTOMER EXPERIENCE (CX) AGENT

Fully Remote, Full Time schedule / Mountain or Central Timezone required.

Evelyn & Bobbie is revolutionizing an industry. We are a fierce team of individuals committed to creating more comfortable, more supportive intimate apparel for women. We question limitations, simplify problems, and use science for solutions. We believe in doing things better every day. Now eleven years old, Evelyn & Bobbie is experiencing rapid growth, and we are expanding our team of career-minded professionals who strive to impact society in meaningful ways through our products and our message.

We’re transforming CX at Evelyn & Bobbie — moving from reactive ticket support to a proactive, high-touch concierge model with real-time chat, phone, and virtual fit sessions. Our agents are people-first problem solvers, who’s sharp with systems and comfortable troubleshooting creatively. You'll work across our order management, rewards, and account platforms to resolve issues quickly and correctly, and every interaction should feel genuinely warm, never scripted. We care about getting the answer right and making the customer feel heard along the way.

This is a great fit for someone who likes solving problems that don't have a scripted answer and who brings real care to every conversation without compromising on speed and quality.

What You'll Do

Order & Account Support

• Process and troubleshoot returns and exchanges for both US and international customers, understanding the different carriers, timelines, and policies that apply to each.
• Cancel orders per customer request and coordinate with fulfillment to catch cancellations before they ship.
• Combine or merge duplicate customer accounts and emails, ensuring order history and rewards points transfer correctly.
• Troubleshoot general account and order issues as they come up, escalating to the appropriate team member when needed.

Rewards & Promotions

• Support customers enrolled in our Perky Points rewards program, including point balances, redemption issues, and troubleshooting when points don't reflect correctly.
• Help customers understand and resolve issues with discount stacking, including explaining what combinations are and aren't allowed and correcting orders when something didn't apply as expected.

Quality & Collaboration

• Bring a warm, genuine tone to every customer interaction, even when the issue is a system limitation rather than a quick fix.
• Work across multiple platforms simultaneously without losing track of a case.
• Flag recurring issues or system gaps to the CX lead so they can be addressed at the root.

Customer Interactions & Fit

• Develop deep product and fit knowledge; work toward leading 1:1 virtual fitting sessions for high-value customers

Who You Are (Qualifications)

• 1-3+ years of experience in a customer service or CX role, ideally with a DTC or ecommerce brand.
• Must be available for core hours 9:00 AM – 5:00 PM CT/MT
• Comfortable working across multiple platforms at once; we use Gorgias, Loop, Shopify, and Friendbuy
• Sharp critical-thinking paired with solid organizational skills
• Strong troubleshooting instincts — you dig into the “why” behind an issue rather than defaulting to a scripted answer.
• Clear, warm written communication; you can explain a policy or system limitation without sounding like a form letter.
• Available to work Pacific Time business hours.
• Comfortable making decisions with incomplete information

Nice to Have

• Prior hands-on experience with Gorgias, Loop, Shopify, OKENDO, and/or Friendbuy specifically.
• Experience with rewards or loyalty programs.
• Background in intimates, apparel, or premium lifestyle brands.

What We Offer / Comp

• Full-time, hourly (40 hrs/week) with some flexibility required during peak periods and launches
• Competitive salary commensurate with experience
• Paid Time Off (PTO) + 10 paid holidays
• Generous PPO medical, vision, and dental insurance
• Up to 3% IRA match
• Generous employee product discount
• The opportunity to build something — this team is early in its transformation and you’ll help shape what it becomes

Evelyn & Bobbie is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.