Customer Experience Representative

About the Role:

Lola Blankets is a fast-growing comfort and lifestyle brand on a mission to make the world a cozier place. Our service-oriented CX Representatives are the voice and face of Lola to our customers, helping them resolve any issues that arise quickly and effectively with a surprise-and-delight attitude.

As a Customer Experience Representative, you will be the frontline voice of our brand, providing exceptional support to our customers primarily via phone, as well as through email channels when available. You will handle inquiries with empathy, maturity, and efficiency, ensuring every customer feels heard and valued. This role requires the ability to troubleshoot issues, process order changes, and navigate our internal systems to deliver timely resolutions. Ideal candidates are strong communicators, quick learners, and customer-focused problem solvers.

This is a full-time role running August through January – our most important time of year. We hire seasonally because we want every person on the team to be the right fit before we commit long-term. Strong performers who align with our culture and deliver results don’t just finish the contract. They become part of the team. Conversion to a permanent role is based on performance and business needs, and it’s something we actively pursue with the right people.

Core Responsibilities

• Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available.
• Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions.
• Process order changes, refunds, replacements, and other account adjustments using internal systems.
• Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more.
• Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager.
• Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support.
• Contribute to a positive team environment by sharing insights and feedback to improve customer experience.

Weekend Availability: This role requires weekend availability on a rotational basis. Agents are scheduled for approximately one month of weekend shifts every 3-4 months. During an active rotation, agents work a Friday–Tuesday shift schedule for the duration of that rotation (approximately 4-5 weeks). Weekend rotations are planned in advance so agents have ample time to prepare.

In regard to location, candidates in LA, NYC, or Salt Lake City are preferred. Additionally, we’re open to remote in AL, TN, CA, ID, NY, PA, TX, UT, IL, FL. If this sounds like you, we’d love to hear from you.

Qualifications

• Outstanding verbal and written communication skills with a customer-first mindset
• Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.)
• Previous phone support experience is preferred
• High empathy
• Highly organized and detail-oriented
• Eagerness to learn
• Ability to take constructive feedback

What We Offer:

• 40 hours/week 
• Fully remote (in the locations listed above) with proper internet & phone connection 
• 55% off Lola Blankets for friends and family
• A real path to permanent placement for strong performers