Customer Experience Associate

Location: Salt Lake City, UT — Onsite (4 days in office) Contract/Part Time

Reports to: Senior Wholesale Manager

Who We Are

WAYB never stops raising the bar on family products that are safer, healthier, and responsibly made. With thoughtful design and materials, we reinvent on-the-go gear to be better for families and the planet - way better. We carry out this mission by supporting and celebrating our people, from those who sew, to those who sell, and everyone in between. As one of Inc. Magazine’s Best Workplaces of 2022, we’re looking to add a new member to our growing family – join us!

About the Role

The Customer Experience Associate plays an essential role in creating a seamless, elevated experience for every WAYB customer and retail partner.

You’ll serve as a trusted point of contact throughout the customer journey, from purchase through delivery and beyond. You’ll manage inquiries and escalations, investigate order and fulfillment issues, coordinate with our 3PL and internal teams, and ensure that every interaction is handled with care, clarity, and attention to detail.

This is a highly collaborative role for someone who enjoys solving problems and bringing order to complexity. You’ll work closely with Customer Experience, Sales, and Operations to resolve issues thoughtfully and identify opportunities to make the experience even better.

You’ll also become deeply knowledgeable in WAYB products, including earning CPST certification and providing virtual car-seat installation support and education.

The ideal candidate understands that exceptional service is in the details. You communicate with warmth and confidence, take ownership from beginning to end, and bring a calm, solutions-oriented approach to every situation.

What You’ll Do

• Respond to customer and retail partner inquiries with a warm, polished, and solutions-oriented approach. 
• Guide customers throughout their WAYB journey, including orders, shipping, returns, exchanges, refunds, chargebacks, product questions, warranties, and other post-purchase needs.
• Own customer issues from initial inquiry through resolution, including complex cases and escalations.
• Investigate order, fulfillment, inventory, shipping, and delivery issues and determine the appropriate path to resolution.
• Support retail partners with order status, fulfillment, inventory, returns, and other post-purchase questions as needed.
• Partner closely with our 3PL, carriers, and internal teams to resolve fulfillment and delivery exceptions.
• Child Passenger Safety Technician (CPST) Certification: Not required to start, but will be a mandatory certification within your first 3 months in the role.
• Provide virtual car-seat installation education and product support to customers and partners as needed after obtaining CPST certification.
• Develop reports on customer feedback, patterns, and insights to bring back to the Product Design team and other stakeholders to help continuously elevate the WAYB experience. 

Who You Are

• Exceptional Communication: Strong writing and time management skills are essential. Whether you’re responding to a customer, coordinating with a retail partner, or working through an operational issue internally, you bring clarity, professionalism, and good judgment to every interaction. 
• You’re naturally service-minded, resourceful, and exceptionally organized. You notice the details others might miss and understand that a great customer experience is often defined by the small things.
• You enjoy working across teams and aren’t afraid to dig into a problem to understand what’s happening and find a solution.
• Collaborative Team Player: You have a "roll up your sleeves" attitude and thrive in a fast-paced, dynamic start-up environment.
• Organized & Detail-Oriented: You're hardworking with a "no task is too small" mentality and the ability to juggle multiple projects without dropping the ball.
• Experience in premium or luxury retail, hospitality, client services, or high-touch ecommerce is a plus.

What You’ll Need

• 2+ years of experience in customer experience, ecommerce, retail, hospitality, or a related field.
• Experience in a high-touch customer environment with a strong focus on service and detail.
• Excellent communication, organization, judgment, and problem-solving skills.
• Ability to manage multiple priorities, work cross-functionally, and take ownership from start to finish.
• Comfort working across multiple systems; Shopify, Gorgias, NetSuite, and 3PL experience is a plus.
• Undergraduate degree preferred.
• Ability to work from our Salt Lake City office 4 days per week.
• U.S. work authorization without sponsorship required.

What Success Looks Like

• Customers feel genuinely cared for, even when something has gone wrong.
• Issues are handled with urgency, ownership, and thoughtful communication.
• Internal teams and retail partners have clear, timely information.
• Operational issues are identified and resolved before they become larger customer problems.
• Recurring friction points are surfaced and turned into better processes.
• Every interaction reflects the thoughtful, premium experience WAYB strives to deliver.