Job Specifications
YOU ARE // Highly organized, customer-first Customer Experience Lead to own and
elevate our end-to-end e-commerce customer experience. This is a hands-on role for
someone who thrives in execution—managing customer support day-to-day while building
scalable systems, processes, and resources that improve speed, quality, and satisfaction.
WE ARE // Pure Salt Interiors is a full-service interior design studio and e-commerce shoppe based in Newport Beach, CA. We create inspired spaces, products, and experiences that encourage people to live deeply in each moment through fresh, functional, family-friendly design. We first opened our doors in 2016, but have since evolved into a national lifestyle brand.
PURPOSE // This role directly impacts customer satisfaction, conversion, and retention. You’ll be the
voice of the customer—ensuring every interaction reflects our brand while also improving
the systems and workflows that power a seamless e-commerce experience.
OVERVIEW // This role will help drive revenue by confidently answering product technical questions, guiding customers through purchase decisions, and reducing friction that leads to abandonment. You’ll optimize workflows inside Gorgias, partner cross-functionally with Operations, Procurement, and E-Commerce to resolve issues quickly and proactively, and play a key role in implementing phone support and managing escalation pathways. This is fully remote role, Schedule: Monday-Friday 8AM PST-3:30PM PST and Saturday 8AM PST-1:00PM PST, and the compensation range for this position ranges $22-25/hour.
DUTIES + RESPONSIBILITIES //
Customer Support Execution (Hands-On)
Own daily customer support across email, chat, social channels, and phone (as implemented), ensuring fast, accurate, and brand-aligned responses.
Resolve customer needs end-to-end—from pre-purchase questions to post-purchase support, delivery issues, returns, exchanges, and service recovery.
Prioritize and triage inbound tickets to meet service-level expectations and ensure urgent issues are handled quickly.
Deliver a premium customer experience while maintaining clear, consistent communication and tone across channels.
Product Expertise & Sales Enablement
Respond to detailed customer inquiries and product technical questions, including specs, materials, care, dimensions, compatibility, installation/assembly, or other category-specific details.
Provide consultative product guidance that builds trust and helps customers feel confident purchasing.
Identify common pre-purchase questions and proactively improve internal documentation, macros, and customer-facing resources to reduce friction and increase conversion.
Escalations & Service Recovery
Own escalation management for complex, sensitive, or high-value cases including shipping claims, damaged goods, lost packages, exceptions, and “make it right” scenarios.
Create clear escalation pathways and decision-making guidelines to ensure consistency and speed.
Coordinate with internal teams to resolve issues efficiently and reduce repeat contact.
Phone Support Implementation
Lead the rollout of phone support including platform setup, workflows, hours of coverage, staffing considerations, scripts, and service standards.
Track performance metrics (answer rate, handle time, resolution rate, CSAT) and refine processes over time.
Systems & Process Optimization (NetSuite, Shopify, Gorgias)
Maintain strong working knowledge of NetSuite, Shopify, and Gorgias to manage order-related issues, customer records, ticket workflows, and reporting.
Build and optimize macros, tags, automation rules, and views in Gorgias to improve efficiency and consistency.
Ensure ticket categorization is clean and consistent to improve reporting and insight into customer contact drivers.
Create and maintain SOPs, help center content, and internal documentation to scale support operations.
Growth & Scalability
Build scalable workflows, documentation, and systems to enable future hiring and onboarding as customer volume grows.
REQUIRED SKILLS //
Strong experience answering product technical questions and translating product details into clear, customer-friendly guidance.
Strong working knowledge of Shopify and support platforms (required: Gorgias).
Experience using NetSuite (or a comparable ERP) including order status, fulfillment, and refund workflows.
Confident handling escalations, sensitive cases, and service recovery with strong judgment and professionalism.
Excellent written and verbal communication skills with a sharp eye for detail and a strong sense of brand voice.
Highly organized, proactive, and comfortable managing multiple priorities in a fast-paced environment.
Process-minded and systems-oriented: you enjoy improving how things work, not just handling tickets.
EDUCATION + EXPERIENCE //
Associate or Bachelor’s degree, preferred
3+ years of customer experience/customer service in e-commerce, with demonstrated ability to independently own daily support e