Customer Experience Coordinator (6 months)

Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career!

The role of the Customer Experience Coordinator is to go the distance to address customer inquiries across multiple platforms – including but not limited to phone, email, live chat, Virtual Fittings and social media. They will quickly assess the situation and action on a solution that will ensure Knix’s customers are happy with their experience. This role will report to the Assistant Department Manager, Customer Experience, and work cross-functionally with the E-Commerce, Marketing, and Product Teams. 

Please note this is a fixed-term position for approximately 6 months.

About You

• You have a pulse on what Knix customers want and know how to engage and delight them.
• You thrive in a dynamic environment and have the ability to think on your feet.
• You understand what we all experience in fitting rooms and are a natural at making others feel comfortable.
• You’re a born team player and always look for ways to help the group succeed.
• You’re passionate about our customers and inspired by Knix and our mission.

The Opportunity

• Deliver exceptional customer service through phone, email, video call, and live chat. 
• Be proficient with the internal systems in order to problem-solve and optimize the customer experience using best practices and processes. 
• Provide customers with product information, sizing help (pre and post purchase) and navigate them through the returns and exchanges as required.
• Work cross-functionally with team members to share insights that improve the entire customer journey.
• Escalate and effectively work through issues that impact multiple teams and determine the appropriate solution.
• Stay informed and knowledgeable on the whole suite of Knix products, including new campaigns, product launches and updates.
• Flex as business needs change between channels to meet the customer where they are at
• You balance customer needs with the expectations of the business by developing solutions that benefit the needs of customers while adhering to company policies and procedures.

Qualifications

• Technologically savvy and knowledge of eCommerce platforms would be an asset (Shopify, Loop)
• Experience on phone, email, and live chat in a customer-centric role is an asset
• Experience in retail or Virtual Fitting setting is an asset
• High attention to detail
• Ability to juggle multiple tasks and priorities 
• Strong written and verbal communication skills 
• Bilingual candidates are considered an asset
• Strong customer service skills with an ability to problem solve and de-escalate in real time
• Experience in retail or Virtual Fitting setting

Availability

• Shifts can take place between 9AM to 7PM (EST)
• Must be available to work shifts Monday through Sunday during operating hours and be flexible to change as business needs change. Open availability is preferred to ensure team can meet business needs.
• Must be able to work irregular hours, including weekends and holidays
• Must meet one of the scheduled shifts as outlined in the application

How we Hire

Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.