Customer Experience Associate

Rowan is looking for a Customer Experience Associate to help us spread the joy of ear piercing and elevate every interaction with our amazing customers. If you love creating seamless, feel-good experiences and turning customers into lifelong fans, this role is for you! As the friendly voice behind our inbox (Gorgias), you’ll be the go-to person for all things customer support—answering questions, solving problems, and making sure every customer walks away feeling like a VIP. Reporting to our Customer Experience Senior Manager, you’ll also keep an eye out for ways we can level up our processes, collaborating with the team to make Rowan’s customer experience even better. But this role is more than just answering tickets—it’s about thinking on your feet, jumping into action, and making a real impact on our fast-growing brand. We’re all about teamwork, creative problem-solving, and going the extra mile to build relationships that last. If you’re ready to bring your energy, ideas, and customer-loving magic to Rowan, we can’t wait to meet you!

Full-time, Remote, Monday - Friday, 9am - 6pm EST. 

What you'll be doing:

• Handle customer inquiries across multiple channels, including email, social media, chat, and phone, in a fast-paced environment for our piercing service and e-commerce business. This includes appointment management, explaining the piercing experience from start to finish, triaging aftercare concerns sent to the Nurse Helpline, and troubleshooting online order issues.
• Monitor and respond to customer feedback and concerns on review platforms, including Google, Yelp, and Okendo, ensuring a positive brand experience.
• Identify recurring customer concerns, escalate issues to management when needed, resolve problems efficiently, and implement process improvements to enhance the overall customer experience.
• Collaborate on customer-facing marketing strategies and communication, and support cross-functional tasks and teams where customer-facing touch points are present (operations, fulfillment, product design, etc.).
• Identify areas for efficiency and improvement in Rowan’s customer experience. Collaborate on strategies with the rest of the Customer Experience team. 
• Possess superior knowledge about Rowan’s products and services.
• Other projects and assignments as determined by CX Senior Manager.

Experience you bring:

• 2+ years of customer support experience – You know how to handle customer interactions with care, efficiency, and a smile.
• Experience with Customer Support or CRM systems – Bonus points if you’ve used Gorgias!
• Shopify experience – You’re comfortable navigating e-commerce platforms to assist customers seamlessly.
• Appointment & scheduling experience – Familiarity with Acuity is a big plus!
• Start-up savvy – You thrive in fast-paced environments, adapt quickly, and love the excitement of a growing brand.

What you'll bring:

• Stellar communication skills – You’re a pro at writing and speaking in a way that makes customers feel heard, supported, and excited about their Rowan experience. 
• A can-do attitude – You’re always ready to jump in, figure things out, and find creative solutions, no matter the challenge. 
• Tech-savvy & quick to learn – You pick up new platforms like a pro (Gorgias, Shopify, Acuity, Yext, Okendo, Happy Returns—no problem!).
• Hyper-organized & detail-obsessed – You love keeping things on track and making sure nothing slips through the cracks.
• Self-starter energy – You work well independently, manage your time like a boss, and get things done without needing a nudge.
• Google Suite whiz – You’re comfortable navigating Docs, Sheets, and all things Google to stay organized and collaborate seamlessly.