Customer Experience Rep

Description: **Customer Experience Representative** ====================================== **Location:** Remote **Reports To:** Customer Experience Manager **Department:** Marketing **FLSA:** Exempt **About Consuela** ------------------ Consuela is a growth\-stage lifestyle brand founded by artist, designer, and philanthropist Conni Reed to fulfill her passion for creating art, supporting and uplifting women, and working in Mexico. Based in Austin, TX, and Leon, Guanajuato Mexico, the Consuela team collaborates across borders to bring art to life with each collection of bags, charms, and accessories that reflect Conni’s design philosophy, The Art of the Unmatched™ – an intentional juxtaposition of colors, textures and patterns that reflect life’s wild and varied journey. Consuela’s purpose and mantra – Make Today Ridiculously Awesome (MTRA) – is woven into the very fabric of the company and stitched inside each product as a daily reminder that finding joy in the journey is our choice to make. **What You’ll Do** ------------------ At Consuela, we believe every customer interaction is a chance to bring Consuela’s MTRA mantra to life…one person, one moment, and one connection at a time. As a Customer Experience Representative, you will be responsible for helping our beloved Consuela customers. We have an amazing community of Consuela supporters and our goal is to provide an exceptional experience for everyone we interact with by establishing meaningful connections while also being tenacious in the pursuit of problem solving. In short, we believe that empathy paired with a solutions oriented mindset are the keys to great customer service. While this role can be fully\-remote, there is a strong preference for the person to be located in the Central Texas area in order to visit the Austin office on occasion. * Serve as a primary point of contact for customers via phone, email, text, and chat * Provide thoughtful, empathetic support across a wide range of topics—from style recommendations, helping to pick out the perfect gift to shipping concerns to product questions, if a customer wants to talk/text/email/chat about it…you’re there for them. * Collaborate across teams (eCommerce, Marketing, Retail, Warehouse, Product) to resolve customer issues efficiently and effectively * Leverage our suite of tools (Zendesk, Gorgias, or similar) to manage communications and track resolutions * Share insights and patterns from customer interactions to advocate for improvements across the customer journey * Contribute to a positive, energetic team culture—where customer happiness and teammate support go hand in hand **What Success Looks Like** --------------------------- * You lead with empathy and patience * You respond quickly, calmly, and kindly to customers across platforms * You treat each customer as if they’re your only one—taking full ownership of the experience * You maintain clear, warm, and professional communication at all times *