Customer Experience Specialist

About Lulu and Georgia

Lulu and Georgia, founded in 2012 and headquartered in Los Angeles, California, is a leading e-commerce home décor company that offers premium essentials and striking statement pieces designed to inspire home interiors. Our mission is to curate thoughtfully the finest in interior design, making stylish living accessible to all.

Role Overview

We are seeking a dedicated and energetic Customer Experience Specialist to join our expanding team on a full-time basis. This position offers a dynamic and fast-paced environment that requires multitasking and problem-solving skills. As a key team member, you will collaborate closely with customers and vendors as part of a compact cross-functional unit. The role demands excellent communication skills, primarily through email and live chat channels. It is an excellent opportunity for individuals passionate about interior design, e-commerce, operations, and sales.

Key Responsibilities

• Respond promptly and professionally to customer emails, live chat inquiries, and phone calls about products and orders.
• Manage customer order assistance, address shipping challenges, and process returns efficiently.
• Develop and maintain expert-level knowledge of our brand and product offerings.
• Approach complex customer situations with solution-oriented advocacy.
• Liaise effectively with warehouse and shipping partners to resolve pending issues.
• Evaluate customer feedback and coordinate with management to enhance the overall shopping experience continuously.

Qualifications and Requirements

• Previous experience in customer service or sales roles.
• Familiarity with Zendesk or similar customer service platforms is preferred.
• Outstanding verbal and written communication skills with meticulous attention to detail.
• A strong customer-first approach and mindset.
• Availability to work flexible hours, including shifts from Sunday to Thursday or Tuesday to Saturday, with occasional holiday work as needed.