Customer Experience Associate

Freebird is a customer-obsessed company that creates meaningful experiences for customers who love handcrafted boots. The role involves delivering exceptional customer experiences through various support channels, troubleshooting issues, and collaborating with cross-functional teams to ensure customer satisfaction. Responsibilities Deliver personalized, high-touch customer experiences that feel uniquely Freebird and consistently exceed expectations via email, chat, and other support channels Become an expert on our product line – learning every detail to confidently identify, describe, and recommend styles and sizes, helping customers find the perfect pair Support customers through live web chat and email with professionalism, warmth, and efficiency Follow up post-purchase to ensure satisfaction and strengthen long-term relationships Troubleshoot and resolve customer concerns by identifying root issues and coordinating appropriate solutions Communicate cross-functionally with management, marketing, sales, and warehouse teams to ensure seamless order fulfillment and service execution Manage inbound emails and live chat inquiries related to orders, shipping, returns, and general brand questions Manage and resolve shipping-related issues, including FedEx claims and chargeback support Maintain accurate documentation and follow established customer support processes Additional responsibilities may be assigned as needed Skills Resides in Colorado and can be available to meet in-person in the Greater Denver Area Strong written communication skills with a customer-first mindset Ability to handle sensitive situations with professionalism and care Organized, detail-oriented, and comfortable managing multiple cases at once A customer-first mindset with a genuine passion for creating exceptional experiences Familiarity with Shopify, Google Workspace, Slack, and Gladly is a plus Previous experience in customer service, e-commerce, or retail support preferred An interest in fashion, styling, and current trends Benefits Health Insurance Company Paid Life Insurance 401k with match Competitive PTO package Company Overview In 2009, a vision began forming into a reality. But truth is, we are just getting to our starting gate. It was founded in 2009, and is headquartered in Denver, Colorado, USA, with a workforce of 11-50 employees. Its website is