Customer Service Associate

NOTE: To apply, please send an email to people@haecpg.com with "Job Application - CX Associate" in the subject. Include a brief intro in the body of the email and attach your resume. Candidates will only be reviewed via email.

COMPANY: Hae CPG

POSITION: Customer Service Associate

REPORTS TO: CX Lead

ROLE TYPE: Full-Time

OFFICE LOCATION: Headquartered in Brooklyn, NY but the role is fully remote

HOURS: Must be comfortable with occasional weekend and holiday coverage

About the Company

Hae CPG is an operations and supply chain consulting partner for emerging and scaling beauty and wellness brands. We operate as an extension of our clients’ internal teams, building, running, and strengthening the operational infrastructure that allows brands to grow with confidence.

We support brands across the full product lifecycle, from early-stage setup through retail and omnichannel expansion. Our work spans both the day-to-day execution required to keep operations running smoothly and the strategic planning needed to scale sustainably.

Our areas of expertise include inventory and supply planning, production and packaging management, 3PL sourcing and transitions, retail and e-commerce fulfillment, and transportation logistics. Our team has deep experience supporting brands shipping to major retailers in the U.S. and globally, including Sephora, Ulta, Target, Walmart, CVS, Nordstrom, and more.

Role Description

The CX Associate plays a key role in delivering thoughtful, high-quality customer support across multiple Hae CPG client brands. As part of our CX team, you’ll manage day-to-day customer inquiries, resolve order and fulfillment issues, and ensure every customer interaction is clear, empathetic, and aligned with each brand’s voice and policies.

This role goes beyond ticket resolution. We're looking for someone with a genuine passion for working with early-stage brands and providing exceptional customer experience. You’ll identify patterns in customer feedback, surface operational friction points, and collaborate closely with CX and Operations leads to improve processes and the overall customer experience. Success in this role requires strong judgment, attention to detail, and the ability to balance efficiency with care in a fast-moving, multi-brand environment.

Responsibilities

• Respond promptly and professionally to customer inquiries across designated support channels (primarily email and CRM-based ticketing), ensuring timely, accurate, and brand-aligned communication. This could include reviews, chat, TikTok Shop etc. 
• Own day-to-day ticket resolution, including order inquiries, shipping issues, delivery delays, returns, replacements, and general product questions
• Troubleshoot order and fulfillment issues and escalating when necessary
• Log, tag, and track recurring customer issues, trends, and friction points within the CRM and shared trackers 
• Collaborate closely with the CX Manager to surface patterns, flag emerging issues, and support operational updates
• Follow established CX policies, macros, and SOPs while exercising sound judgment in nuanced or non-standard customer scenarios
• Identify tickets that require escalation, sensitive handling, or cross-functional input, and flag them clearly and proactively
• Support multiple brands simultaneously, adapting tone, policies, and workflows to meet each brand’s unique needs and expectations
• Contribute to a high standard of customer experience by balancing efficiency, empathy, and policy adherence

Requirements

• 1+ years of experience in customer experience or customer support, preferably in a DTC, e-commerce, or startup environment
• Strong working knowledge of Gorgias, Shopify, and spreadsheet-based logging or trackers (Google Sheets preferred) is a plus
• Demonstrated ability to exercise good judgment, including knowing when to escalate issues, flag risks, or ask for guidance
• Highly organized with strong attention to detail and the ability to manage high ticket volume without sacrificing quality
• Comfortable working across multiple brands at once, each with distinct products, policies, tones, and customer expectations
• Excellent written communication skills, with the ability to be clear, empathetic, and professional in a fully remote environment
• Strong problem-solving skills and the ability to investigate issues independently before escalating
• Reliable self-starter who can manage time effectively, follow processes, and stay accountable in a remote setting
• Adaptable and receptive to feedback, process changes, and evolving CX priorities
• Familiarity with e-commerce logistics, shipping workflows, and common carrier issues is a strong plus
• Working proficiency in Google Sheets, including sorting, filtering, basic formulas, and data lookups; Comfort working in shared trackers and maintaining accurate, structured logs across multiple brands
• Exposure to and experience working with 3PLs a plus
• Must be comfortable working on weekends and holidays on an as needed basis