Customer Experience (CX) Agent (Temp to Perm)

Freebird is a high-growth DTC brand redefining shaving for millions of people. We have scaled to 9 figures in revenue, served over 1 million customers, and built a reputation for our award-winning electric shaving kits that actually deliver. Our team moves fast, experiments often, and focuses on creating products and experiences that people genuinely love. At the heart of that experience is our Customer Experience (CX) team, the humans behind every thoughtful, helpful, and empathetic interaction. We are always looking for Customer Experience Agents who bring positivity, professionalism, and problem-solving energy to every conversation. If you care about helping people, communicate clearly, and thrive in fast-moving environments, we would love to hear from you. The Mission Deliver fast, friendly, and human support that reflects Freebird’s values of care, confidence, and simplicity. CX Agents handle customer inquiries across channels, resolve issues efficiently, and ensure every interaction leaves customers feeling supported and valued. What You’ll Do Customer Support and Communication Respond to customer inquiries via email and chat with empathy and professionalism Handle questions about orders, subscriptions, returns, and products Follow brand tone and messaging guidelines to keep communication consistent and on-brand Escalate complex issues to Team Leads when needed Focus on resolving customer concerns the first time Quality and Professionalism Review every message before sending to ensure accuracy and tone Meet response time and resolution goals Treat all customers with respect, even in challenging situations Productivity and Growth Arrive on time, stay engaged, and maintain consistent attendance Balance speed with quality to help the team meet response and satisfaction goals Participate in training sessions, team huddles, and feedback check-ins Apply feedback and continuously improve product knowledge and communication skills Systems and Documentation Log all interactions accurately in Gorgias and other CX tools Follow SOPs for refunds, replacements, and escalations Flag recurring product or process issues for team review You have experience in customer support, ideally for eCommerce or subscription-based DTC brands You provide exceptional customer service and communicate with empathy and clarity You are comfortable using tools such as Gorgias and Shopify You have strong written and spoken English skills You consistently meet KPIs for quality, CSAT, and responsiveness You are reliable, punctual, and thrive working night shifts with a fixed schedule You bring a positive attitude to every shift and contribute to a collaborative team culture Join a profitable, fast-growing DTC brand with a loyal customer base Work fully remote with a stable, structured work schedule (graveyard) Be part of a supportive, friendly, and collaborative team Grow your skills in customer communication, problem-solving, and brand experience Make a real impact by helping customers every single day Please note: Freebird does not provide equipment. Agents must have their own computer and a reliable internet connection.