MeUndies sells underwear, sure. But because we’re vertically-integrated, direct-to-consumer, and handle everything from design to marketing to shipping, we bring our customers much more than just undies. We’re a lifestyle brand devoted to self-expression and basics that are anything but simple. A great pair of undies can brighten up your day and a great underwear company keeps it going. We wear our brand as a badge of honor and we’re not afraid to share it.

Our commitment is to provide world-class service and our Customer Experience team leads this effort to accelerate the growth of our brand. As a Customer Experience (CX) Specialist, you’ll be empowered with the tools, resources and support to help build the world’s best support team. The role of a CX Specialist is centered around owning and improving several key programs that drive our team’s success. The CX Specialist will report to the Manager, Customer Experience.

Job Description

• Perform service recovery with customers who have negative experiences with MeUndies products
• Review and analyze potential fraudulent orders and manage the chargeback process through our payment gateways and fraud mitigation partners
• Develop and manage our referral program
• Review and correct orders that do not process immediately as a result of a billing or shipping-related issue
• Administer the approval process for our gift card program
• Run daily reports on out-of-stock orders and if applicable, reach out to impacted customers
• Handle escalated questions and concerns from our frontline team or directly from customers
• Any other duties and responsibilities that your manager deems fit, or offered to you based on achievement

Requirements

• Entry level position - customer service experience is preferred
• Experience in providing high-touch customer service
• Excellent knowledge of issue de-escalation techniques
• Working knowledge of customer service software, methodology and tools
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

WHY WORK AT MEUNDIES?It's more than a job.We’re a team of kind, smart, diverse, and fun people who are building an amazing business and brand.
So we look at the big things.We offer competitive equity/salary packages, plus generous parental leave, 401k, awesome health benefits, and open time off. You’ll enjoy top-of-the-line hardware and software, and have access to an annual personal Learning & Development budget of $1,000!
And the little things.Everybody gets access to an on-site gym, snacks, and an office keg (choose the cold brew by day, and the IPA by night).
Even everyday things.There’s a structured review process, regular feedback surveys, and a focus on open communication—all to make sure you’re thriving, happy, and growing.
And those special extra things.
We keep things fun with frequent catered lunches, holiday parties, offsites, and an annual retreat. You’ll get a sweet, sweet MeUndies discount, as well as a complimentary monthly subscription for our feel-good undies.