We are seeking a dependable, detail-oriented, and hard-working Seasonal Customer Experience Associate to join our Customer Experience Team. This is a full-time, 40+ hour per week position with a Thursday–Monday schedule. We're looking for someone with a real drive to work, who takes ownership of their days, shows up ready to go, and wants to build a career in customer experience. No specific prior experience is required for this role — we'll teach you our tools, systems, and processes. What matters most is that you're eager to learn, open to feedback, and ready to grow.

This role is vital to keeping our weekend and holiday operations running smoothly by delivering exceptional customer service, maintaining efficient workflows, and supporting customers across multiple channels. Because weekends are our busiest days, this role covers Thursday through Monday, with hours that may increase during peak holiday periods to meet customer demand.

This position begins as a seasonal hire with the clear potential to transition into a permanent full- time role for the right candidate. The seasonal assignment has a tentative end date of the end of January, and may conclude earlier depending on business needs. The Customer Experience Associate will handle inquiries across email, social media, live chat, voicemails, and text messages, as well as assist with returns, replacements, and other order-related issues. You will collaborate closely with the Weekend Customer Experience Specialist to address escalations and uphold high-quality service standards.

Key Responsibilities

• Customer Support Across Channels:
• Respond promptly and professionally to emails, social media messages, live chat, voicemails, and text messages.
• Assist customers with returns, replacements, refunds, delivery status inquiries, discounts, and back orders.
• Provide product-related information and recommendations to enhance customer satisfaction.
• Weekend & Holiday Operations:
• Maintain consistent communication with the Weekend Customer Experience Specialist and management regarding urgent issues or escalations.
• Monitor weekend-specific platforms such as Reddit, TrustPilot, BBB, and app issue reports.
• Forward messages and tickets to the appropriate departments and escalate when needed.
• Performance & Quality:
• Meet or exceed established service targets and performance metrics.
• Handle complaints with empathy and professionalism, delivering timely and effective solutions.
• Stay current on promotions, product updates, policies, and procedural changes.
• Documentation & Reporting:
• Log customer interactions, escalations, and resolutions in company systems.
• Assist with weekend updates, platform reviews, and ad hoc projects as assigned.

Qualifications, Skills & Requirements

• Availability to work 40+ hours per week on a Thursday–Monday schedule, including holidays as needed.
• A strong work ethic and a drive to stay busy, take initiative, and see tasks through to completion.
• Flexibility to increase hours and workload during peak holiday demand.
• A genuine willingness to learn: coachable, open to feedback, and quick to pick up new tools, systems, and processes. We provide full training — no prior experience with our platforms is required.
• Strong written and verbal communication skills, including grammar and spelling.
• Ability to multitask effectively and maintain attention to detail.
• Comfortable using computers, email, and internet browsers; familiarity with Google Suite (Docs, Sheets) is helpful.
• Adaptability in a fast-paced, high-volume environment.
• Professional, empathetic, and customer-focused approach to problem-solving.

Preferred Qualifications

• Previous customer service experience (retail, hospitality, call center, or similar) is a plus, but not required.
• Familiarity with a customer support ticketing platform (e.g., Gorgias, Zendesk, Freshdesk) is helpful but not required — we'll train you.
• Familiarity with Shiphero, Slack, or Shopify is a bonus.

What We Offer

• Full-time hours (40+ per week) with consistent, reliable scheduling.
• Paid, hands-on training from day one.
• Opportunities for growth and career development within the Customer Experience team, with the possibility to move from seasonal to permanent full-time status

EEO Job Posting Statement

Fahlo, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.