Customer Service Associate
Position Title: Customer Service Associate Employment type: Full-time, Hourly Non-Exempt (Remote)Overview Teddy Baldassarre is seeking a Customer Service Associate to support our customers throughout their shopping and post-purchase experience. This role serves as a key point of contact for customer questions, order support, and after-sales service. The ideal candidate is passionate about delivering excellent service, enjoys helping customers, and has an interest or experience in watches and the watch industry. Schedule & Location This is a full-time position working a Monday–Friday, 9 AM – 5 PM PST during training for the first 6 months and Tuesday-Saturday 9 AM - 5 PM PST post training with the possibility of extended hours during peak times. Remote candidates located in the Pacific time zone are preferred.
Responsibilities
Respond to customer inquiries via phone, email, and live chat in a timely and professional manner. Assist customers with product questions, order updates, and after-sales support. Support the returns and exchanges process, including creating return labels, communicating return policies, and coordinating refunds with vendors. Serve as a liaison between customers and vendors to facilitate watch repairs and service requests. Utilize watch knowledge and product expertise to help customers choose the right products and understand proper usage and care. Maintain a strong focus on customer satisfaction while representing the brand professionally. Document and manage customer interactions using internal systems and follow up as needed. Qualifications 2-3 years of remote customer service experience or online retail sales. Prior fine jewelry and/or watch experience preferred. Strong written and verbal communication skills. Excellent attention to detail and ability to manage multiple tasks simultaneously. Ability to make sound decisions that support customer satisfaction and brand standards. Performance will be measured by customer satisfaction, timely responses and resolving customer issues. Strong organizational and time management skills. Proficiency in G-Suite and general computer systems. Experience with Hubspot, Helpdesk etc. ticketing systems a plus. High level of professionalism, integrity, and reliability. Willingness to learn and grow within a fast-paced e-commerce environment.