Customer Service Associate

About Fair Harbor

Fair Harbor reflects the effortless ease of coastal living laid-back and shaped by the elements.

Expanding beyond its original swimwear the brand now brings its signature comfort and versatility to year-round essentials. Every piece is made to be worn hard sun-faded salt-washed and broken in by the life you live.

Since launching the Certified B Corp brand has repurposed over 37 million recycled bottles and other sustainable fabrics into year-round essentials.

About the Role

Title: Customer Service Associate

Job Location: Remote

Reports To: Manager Customer Experience

Schedule: Part-time 20 hours per week. Either a Monday-Friday or Tuesday-Saturday schedule with available shifts of 9:00 am-1:00 pm Eastern or 1:00 pm-5:00 pm Eastern.

Position Summary

We are looking for a friendly detail-oriented and solutions-driven Customer Service Associate to join our growing team. This person will play a critical role in bringing our brand to life for every customer who reaches out. Reporting to the Manager Customer Experience this person will be responsible for responding to customer inquiries across email and chat resolving order and product issues and ensuring every interaction reflects the Fair Harbor brand. Ideal candidate is empathetic resourceful a clear communicator and willing to roll up their sleeves and work closely with cross-functional partners.

Responsibilities

Serve as the first point of contact for customer inquiries across email and chat delivering fast friendly and on-brand responses

Resolve order issues including shipping delays returns exchanges and product concerns with empathy and urgency

Partner closely with the warehouse and operations teams to track down order status and resolve fulfillment issues quickly

Maintain deep product knowledge across the full Fair Harbor assortment to confidently answer sizing fit and material questions

Identify recurring customer pain points and escalate trends to the Customer Experience and Ecommerce teams

Monitor and respond to customer reviews to help protect and strengthen brand reputation

Help maintain and update FAQs macros and help center content to keep customer-facing answers accurate and efficient

Collaborate with the Ecommerce team to flag site or checkout issues customers report helping ensure a smooth end-to-end shopping experience

What Success Looks Like

Fast accurate and empathetic resolution of customer issues

High customer satisfaction (CSAT) scores and low escalation rates

Strong product knowledge reflected in confident on-brand communication

Proactive identification of trends that improve the overall customer experience

Positive contribution to team culture and cross-functional collaboration