Customer Service Associate

Avaline is in search of a short-term (temporary, non-exempt) Customer Success Associate from July to November.

As a Customer Success Associate at Avaline, you will embrace a customer-first outlook and create a memorable customer experience through exceptional, personal service. You’ll instill a commitment to go above and beyond in every customer communication, whether in email, on social, or through text message. You will resolve problems and prioritize amongst multiple projects. You will also partner with various categories/departments, functional leaders and operational teams to problem solve while meeting our brand guidelines and standards.

What you'll do— 
Customer service:

  • Manage Avaline’s daily customer service operations
  • Develop and maintain a deep understanding of the brand and its products to educate, provide assistance, answer questions, and facilitate sales
  • Manage all customer inquiries related to order fulfillment - e.g. order management, return / refund processes, technical issues, and fraud detection
  • Provide a personalized and memorable experience to all customers
  • Resolve complaints efficiently and with empathy to avoid escalations
  • Help with back office work, including processing credits, investigating lost packages and issuing replacement orders
  • Think creatively on ways to optimize each customer’s experience and work cross-functionally to brainstorm effective solutions for existing issues
  • Respond to customer correspondence in a timely manner, involving key team members and departments as necessary
  • Maintain brand voice and a positive, friendly demeanor in all customer communications
  • Work closely cross functionally to ensure end-to-end customer experience is optimized

Technical expertise and reporting:

  • Work with fulfillment partners on SKU creation, order issues, and inventory transfers
  • Work alongside Compliance team to help maintain compliance & licensing database
  • Monitor DTC store for compliance errors and order management
  • Help to drive highest conversion rates possible by providing qualitative customer feedback regarding obstacles to purchase
  • Make suggestions and updates to front-end FAQ, cart flows, and communications to enhance customer experience
  • Track, analyze, and report on customer satisfaction and feedback trends, making recommendations for improvements
  • Report on core Customer Care KPIs

Who you are:

  • Experience successfully managing customer support for an ecommerce business; wine industry experience preferred
  • Strong written and verbal communication, including grammar, spelling, and proofreading skills
  • Effective time management and prioritization
  • Critical attention to detail and accuracy
  • Capacity to work independently in a fast-paced environment
  • Proven ability to work well under pressure and maintain composure during difficult customer interactions
  • Willingness to “get hands dirty” while being an effective team player
  • Experience working with ecommerce platforms and CRM tracking software; Shopify and Gorgias highly preferred

To apply, please submit your resume to