Your mission

Your mission is to deliver proactive, solution-oriented service that goes beyond traditional support, contributing directly to a seamless and satisfying customer journey.

As a key link between customers, production, and internal teams, this role is responsible for driving operational excellence by managing inquiries efficiently, resolving issues before they escalate, and actively identifying areas for process improvement. With a strong focus on the principles of Customer Success, the role is designed to continuously improve the customer experience through data-driven feedback and close collaboration with cross-functional teams.

Ultimately, the Customer Service Representative plays a critical role in establishing our service culture at our new site, one that is responsive, process-oriented, and relentlessly customer-focused.

What you'll do

• Handle customer inquiries across multiple channels with speed and care
• Own ticket resolution with a target handle time under one hour
• Maintain accurate order and customer data in internal systems
• Flag patterns and feed structured feedback into our service improvement process
• Support AI-driven customer service flows as we build them out
• Join cross-functional meetings and stay plugged into what's happening across Austin and Hamburg
• Participate in product and service training to stay sharp

Your profile

• Empathetic and customer-focused with a proactive attitude
• A natural communicator who keeps people in the loop across departments and sites
• Fluent English speaker with strong written and verbal skills
• Comfortable in a fast-paced, production environment
• Organized, detail-oriented, and structured in how you work
• Confident using CRM systems, ticketing tools, and Google Workspace or MS Office
• Open to change and motivated to improve the customer experience through feedback and innovation
• Based in Austin or surrounding area

Why us?

• Comprehensive training and onboarding, including a week in Hamburg to meet the broader team
• A warm, communicative team that has your back
• A front-row seat to a company changing how footwear is made
• A creative workspace in Austin with direct access to leadership
• A flat, inclusive culture where your voice matters