Customer Experience & Operations Associate

OverviewWe are seeking a highly organized, detail-oriented Customer Experience & Operations Associate to manage customer communication and support the flow of orders through our production process. This role sits at the intersection of customer service and operations, requiring strong communication skills, attention to detail, and the ability to take ownership of tasks from start to finish.

The ideal candidate is a fast learner who can quickly understand internal processes, manage multiple priorities, and ensure a smooth and accurate customer experience.

ResponsibilitiesManage and respond to customer emails (10–20 daily) with a high standard for speed, clarity, and accuracyServe as the primary point of contact for customers across all stages of the buying journey, including pre-sale inquiries, order updates, and post-purchase supportTake full ownership of customer communication, ensuring customers receive timely, proactive updates without needing to follow upDevelop a strong understanding of the end-to-end order lifecycle, including production, customization, and delivery timelinesIdentify missing information, inconsistencies, or potential delays in orders and take initiative to resolve or escalate themCoordinate with internal teams (sales, production, vendors) to gather accurate information and keep orders moving forwardMaintain accurate, organized records of customer interactions and order details within HubSpot and GmailReview all communications and order details carefully before sending, minimizing errors and unnecessary back-and-forthPrioritize tasks effectively in a fast-paced environment, balancing responsiveness with attention to detailAdapt quickly to new tools, processes, and product knowledge with minimal supervisionIdentify recurring issues in customer communication or order flow and contribute to improving internal processesQualifications1–3 years of experience in customer service, operations, or order management with direct responsibility for customer communicationProven ability to manage a high volume of email communication while maintaining accuracy and attention to detailStrong written communication skills with the ability to be clear, concise, and professionalDemonstrated ability to quickly learn new systems, processes, and product knowledgeHigh level of organization, with experience managing multiple tasks or orders simultaneouslyExperience with HubSpot, Gmail, or similar CRM and email toolsAbility to work independently, prioritize effectively, and follow through on tasks without constant supervisionStrong problem-solving skills and the ability to identify and resolve issues proactivelyAbility to maintain accuracy and attention to detail in a fast-paced environmentPreferred QualificationsExperience in e-commerce, custom products, or industries with complex order workflowsExperience tracking orders through production or coordinating with multiple internal teamsFamiliarity with high-value or detail-sensitive products (e.g., jewelry, luxury goods, custom items)Additional NotesThis role requires a high level of attention to detail. Candidates should demonstrate accuracy and care in their application and communicationCandidates may be asked to complete a short exercise to evaluate communication skills and attention to detail