Offer summary

Qualifications:

2+ years of experience in a customer support or community role for a DTC or lifestyle brand., Proficiency with customer support tools like Gorgias, Shopify, and Google Workspace., Stellar written communication skills with the ability to create brand-aligned communications., A calm, empathetic problem-solver who thrives in a fast-paced environment..

Key responsibilities:

Act as the voice of Kate McLeod across email, chat, and social media DMs.

Engage with customers authentically, reflecting the brand's warmth and mindfulness.

Resolve customer issues related to shipping, products, and account management with timely follow-up.

Collaborate with cross-functional teams to surface customer insights and improve processes.

Job description

Who We Are

Kate McLeod creates effective, good-for-you products that help customers find moments of intentioned self care in their lives. Our hero product is the Body Stone, an innovative solid moisturizer that melts into the skin on contact. It's designed to be used daily and turns something quotidian into an intentioned moment of self care — a source of everyday magic.

Location: Remote (US / Eastern Time Zone, with East Coast Preferred)

Schedule: Part-Time (15-25 hours / week, including some weekend coverage)

Hourly Rate: $22 - $30 / hour, based on experience

About Kate McLeod

Kate McLeod creates solid body care that delivers the most concentrated moisture on earth, harnessing the power of pure plant butters. Our waterless formulas melt nature’s most nourishing ingredients directly into your skin, without dilution or fillers.

We’re best known for The Body Stone™—a moisturizing lotion bar that melts on contact with dry skin, delivering a deep-conditioning treatment that’s clinically proven to boost moisture levels and keep you hydrated for 72 hours.

About the Role

We’re looking for a warm, empathetic, and solutions-oriented Customer Experience Associate to join our growing team. In this part-time, remote role, you’ll act as the voice of Kate McLeod, helping us deepen customer loyalty and elevate every interaction. You’ll be responsible for responding to customer inquiries, resolving issues with grace, and turning everyday interactions into moments of magic for our loyal customer base.

Key Responsibilities

Be the voice of Kate McLeod across email, chat, and social media DMs using our CX platform, Gorgias
Build authentic connections and engage with customers in a manner that reflects our brand’s warmth, mindfulness, and elevated tone
Thoughtfully resolve issues, from shipping and product concerns to account and order management, ensuring timely follow-up
Document and tag conversations appropriately to support data-driven insights and improve our CX processes
Identify opportunities to surprise and delight our community with personalized gestures
Collaborate cross-functionally with Operations, Marketing, and Product teams to troubleshoot and surface customer insights
Stay current on our product assortment and offer tailored recommendations based on customer needs
Maintain grace and professionalism, especially during challenging interactions

Qualifications

2+ years of experience in a customer support or community role for a DTC or lifestyle brand
Proficiency with Gorgias and other customer support tools (e.g., Shopify, Okendo, Rise.ai, Recharge, WMS system, Google Workspace, Slack)
Stellar written communication skills—you write clearly, thoughtfully, and have the capability to create brand-aligned communications
A calm, empathetic problem-solver who thrives in a fast-paced, customer-focused environment
Passion for skincare, wellness, and/or sustainable living is a plus
Availability to work a flexible part-time schedule, including at least one weekend shift per week
Willingness and ability to travel domestically for semi-annual company-wide gatherings

Kate McLeod is committed to building a diverse team and fostering an inclusive culture. We are proud to be an equal opportunity employer. We welcome our employees’ differences in race, religion, gender, sexual orientation, age, veteran status, disability, pregnancy, medical conditions, among other characteristics.

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