Customer Experience Specialist
Company Description
Wolf & Shepherd is a modern footwear brand based in the Los Angeles Metropolitan Area, focused on redefining professional dress shoes through performance-driven design. Founded by former Division I Track & Field athletes with experience in performance shoe design and development, the company blends running shoe technology with premium Italian leather uppers. This approach creates exceptionally comfortable dress shoes that support high-performance professionals throughout their day. Designed in Los Angeles and crafted with attention to detail, Wolf & Shepherd aims to elevate work wear by delivering footwear that looks sharp and feels like a performance shoe. Role Description The Customer Experience Specialist is a full-time, remote role based in the Los Angeles Metropolitan Area. This role is responsible for engaging directly with customers via email, chat, phone, and social channels to resolve inquiries, provide product guidance, and ensure a seamless shopping experience. Day-to-day tasks include handling order and shipping questions, processing returns and exchanges, documenting and troubleshooting product or service issues, and escalating complex cases when needed. The specialist will capture customer feedback, collaborate with operations and marketing teams to improve processes, and maintain accurate records in customer support systems. This role also supports brand loyalty by delivering consistent, empathetic service and representing Wolf & Shepherd’s values in every interaction.
Qualifications
Customer service and support skills, including problem-solving, conflict resolution, and client relationship management. Communication skills in written and verbal formats, with the ability to explain product details clearly and professionally. Organizational and time management skills to handle multiple inquiries, prioritize tasks, and meet response-time goals. Comfort with digital tools such as customer support platforms, e-commerce systems, and basic office software. Attention to detail and accuracy in processing orders, returns, and customer account information. Ability to work on-site, collaborate with cross-functional teams, and adapt in a fast-paced retail and e-commerce environment. Previous experience in customer experience, retail, footwear, or direct-to-consumer brands is beneficial. High school diploma or equivalent required; additional education in business, communications, or related fields is a plus.