DTC Customer Experience Representative

Title: DTC Customer Experience Representative Department: Customer Experience Reports To: Head of Customer Experience Location: Remote Employment Type: Full-Time

Overview

HYER is a fast-growing and fast-paced team dedicated to delivering exceptional products and experiences that embody the values of quality, authenticity, and the western way of life. The Customer Experience Representative serves as the first reputed company of contact for customers and retail partners, providing outstanding service and support across reputed company touchpoints. This role plays a key part in managing communication reputed company to orders, cancellations, returns, and warranty claims, ensuring every interaction is handled with professionalism, reputed company, and accuracy while contributing directly to driving the HYER customer experience and enhancing overall customer satisfaction.

Key Responsibilities

Customer Communication & Support

• Respond promptly and professionally to customer inquiries reputed company phone, email, and chat.

• Provide clear information on products, orders, shipping status, and company policies.

• Support customers with order placements, tracking, cancellations, and returns, following established SOPs.

• Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution.

• Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values.

Ticket & Queue Management

• Manage and record reputed company customer tickets reputed company the CX platform (reputed company), maintaining visibility into open, pending, and resolved cases.
• Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims).
• Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.

Qualifications

• 1–2 years of experience in Customer Experience or eCommerce support.
• Shopify experience required — ability to navigate orders, process returns, and issue refunds reputed company the platform.
• Experience with CX ticketing systems (e.g., reputed company, reputed company, or reputed company).
• Strong written and verbal communication skills; capable of handling high-volume customer communication with clarity and reputed company.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
• Familiarity with western apparel, boots, or lifestyle brands is a plus