customer service representative
Remote (US) · Full time · Customer Experience
Dairy Boy is a fast-growing direct-to-consumer lifestyle brand built around a new vision of American style — blending nostalgia, sport, and everyday life with a point of view that feels fresh, intentional, and distinctly its own. We help people build lives and spaces that reflect who they are, and our audience is passionate, loyal, and growing fast across every platform.
We're looking for a Customer Service Representative to look after the people who buy from us. You'll work with our Customer Experience Lead and our external support team, take the conversations that need real judgment, and help make our support tools better.
Most of your day is email and chat. You'll answer customers in the Dairy Boy voice, take ownership of escalated orders, returns and exchanges, and look after our VIPs: the highest-value customers, the longtime community members and our influencer partners. You'll also work with our specialized support technology: reading the automated replies it sends, catching what's wrong, and fixing the guidance behind it.
The right person writes warmly and can change tone to fit the customer in front of them. You like figuring out how the systems fit together, and you're curious about how technology can make support better. When a customer's problem doesn't fit the script, you work it out instead of passing it along.
Dairy Boy is scaling quickly, and this role helps shape how our support team and our technology work together. You'll work directly with senior leadership, have real ownership over how customers experience the brand, and help build the way we look after them. If you want to do meaningful work at a brand that cares deeply about taste and craft, this is a great place to do it.
What you'll do
- Answer customer emails and chats with warm, personal replies in the Dairy Boy voice
- Look after our VIPs: top customers, longtime community members and influencer partners
- Take ownership of escalated cases involving orders, returns, exchanges and other sensitive situations
- Work with our external support team on escalations, policy questions and process updates so customers get the same answer every time
- Manage tickets and workflows in our helpdesk and keep conversations organized and moving
- Review the automated replies our support technology sends and catch anything inaccurate, unhelpful or off-brand
- Improve our support technology by finding knowledge gaps, refining its guidance and sharing where it can do more
- Partner with the Customer Experience Lead on day-to-day customer needs and improvement projects
- Spot recurring customer pain points and help fix the workflows and policies behind them
What we're looking for
- Experience using a customer support helpdesk or CRM platform, with confidence working tickets and workflows
- Strong writing, and the ear to match our brand’s tone
- Good judgment, and the ability to solve a problem without a script
- Technical aptitude, and a willingness to troubleshoot and learn how our tools connect
- Curiosity about specialized support technology and how it can improve the customer experience
- Able to work independently from a reliable home office
- Available Monday–Friday, 9am–6pm ET
- Experience with Intercom or Fin is a plus, as is Gorgias, Zendesk or Kustomer
- Experience reviewing or training automated support tools, or maintaining help center content, macros or tool guidance, is a plus
- Experience supporting VIP customers, or in ecommerce, fashion, beauty or lifestyle support, is a plus
Details
Full-time, remote role open to candidates anywhere in the US. Monday–Friday, 9am–6pm ET. Pay: $24–$28/hr. Benefits include health insurance, a 401(k) with company match, and paid time off and holidays.
ready to apply?
We read every application ourselves. Tell us about you and we'll be in touch if it feels like a fit.
Everyone's welcome here
Dairy Boy is an equal opportunity employer. We consider every applicant on their merits, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. If you need an adjustment at any point in the process, email hiring@dairyboy.com and we'll sort it out.