Skip to main contentA logo with &quat;the muse&quat; in dark blue text.
Outdoor Voices

Customer Experience Associate

Austin, TX

Outdoor Voices makes technical apparel for recreation, and we’re setting out to define a new space in activewear. We’re building a brand for our ourselves and our friends; a brand that believes the active lifestyle should be less about being superhuman and a lot more about being a real human—connecting, playing, and experiencing. Customer Experience is a foundational building block of the brand and vision. This is one of the most important positions at the company—every day, you will interact with, delight, and advocate on-behalf-of the people without whom OV does not exist. We expect Customer Experience to be a primary differentiator between us and the competition. Rather than solely reactive problem solving, it’s about creating the consistent and stress-free world in which our customer lives. It’s proactive, thoughtful, compassionate, human, humorous, and ultimately, revenue-generating.

Want more jobs like this?

Get jobs in Austin, TX delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.

What we’re looking for:

  • Desire to go above and beyond (and below and around and through and out of your way) to establish Outdoor Voices as a top-tier Customer Experience ecommerce brand
  • A quick learner with the capacity to be both a product knowledge expert and a technological and process wizard. Understand the tools at your disposal and how you can use them to help customers
  • Cleverness. You should be able to quickly and completely solve any problem that may arise for customers or potential customers before, during, and after purchase
  • Excellent time and project management skills with the ability to handle multiple and changing daily initiatives. Adapt to and incorporate change
  • A person who has heard or seen—or better yet, has made—a humorous statement or action and enjoyed the experience - “Doing Things is better than Not Doing Things.” Take action and be results-oriented; anticipate the next move and make it

Roles and responsibilities:

  • Manage all day-to-day customer interaction—responding to or redirecting all inbound inquiries and feedback, both online and over the phone. No task is too small.
  • Gather and analyze customer data and feedback to develop deep understanding of OV customer. Understand their journey, elevate their feedback, and identify opportunities for improvement. You are our customer’s voice to the rest of the company
  • Work with fellow CXers, along with the operations and technology teams, to improve and streamline our customer’s experience
  • Work with fellow CXers, along with the marketing team, to advance and execute unique outreach efforts that both grow our our brand and our customer loyalty

Qualifications:

  • BA or BS. No relevant work experience required
  • Ability to communicate clearly and effectively the written and spoken word, preferably with open- mindedness, light-heartedness, and a deep well of compassion
  • We’re all about approaching activity with ease, moderation, humor, and delight. You should be able to approach Customer Experience the same way. And absolutely crush it.

Compensation and perks:

  • Competitive salary, benefits, and access to the latest OV gear.

In lieu of a cover letter, please submit answers to the following questions. Keep it under 200 words each. Or close to that. Or whatever—do you.
1. What is customer experience? Why does it matter? Why are you applying?
2. Shopping online is the best. What’s the best experience you’ve ever had doing it? What made it awesome?
3. Shopping online is the worst. What’s the worst experience you’ve ever had doing it? What made it terrible?

Respond to 3 of these customers. Get creative. You’re the expert.
1. “Hey Team - I really love the two tone navy & charcoal leggings, but you’re out of stock. When are they coming back? What are your best selling tops to match?” - Sarah
2. “I recently bought burgundy 3/4 running tights at your NYC store. They ruined an entire load of wash x 2 and everything turned red. At a minimum I would like to be refunded.” - Mary
3. “Hi There. I ordered a pair of Warmup leggings and really love the fit and color. However, I'm seeing a decent amount of pilling along the seams, as well as some seams coming out. Help? Can I get these replaced? How should I be taking care of them?” - Jen
4. “I have a $100 gift card. I’m in college. What should I get?” - Billy
5. “Hi, I recently bought leggings and sweats to gift and was a little disappointed to see the tights were made in China. Why’d you make the shift overseas?” - Joel

Job ID:
Employment Type: Other

This job is no longer available.

Search all jobs