Customer Experience Representative - (Downtown Austin)
Location: Austin, TX | In-Person | Full-time
Company: Smartish
Reports To: Head of Brand & Marketing
About Smartish
Smartish is a 16-year-old e-commerce company based in downtown Austin, TX, specializing in mobile tech accessories that are clever, useful, and fun. We’ve built our reputation by creating products that make people smile — and work like a charm. From Amazon to DTC, we pride ourselves on creating a customer experience that’s as smooth as our phone grips.
We run on the Entrepreneurial Operating System (EOS), which means we’re all about clarity, accountability, and getting the right stuff done by the right people. We believe in solving problems, improving processes, and having a little fun while doing it.
This is an incredible opportunity to learn lots of moving pieces of a dynamic independent e-commerce company while working with a collaborative Marketing team.
What You'll Do
You’ll be the front line of our customer experience — making sure every Smartish customer feels like a VIP. You’ll also support critical operations that keep our e-commerce engine running efficiently.
This is a full-time, in-person role at our Austin, TX headquarters in downtown.
Core Accountabilities
Customer Ticket Management
SKU Discontinuation
Shopify Fraud Checks
Amazon A-Z Claims
Process Returns
Customer Support - Marketing
Responsibilities
Customer Ticket Management
Respond to customer inquiries across platforms (email, Amazon, DTC) with empathy, clarity, and accuracy and on-brand
Troubleshoot product issues and provide timely solutions
Monitor trends in tickets and escalate recurring issues for root cause analysis
Share product feedback with internal teams (Product Development, Order Fulfillment, Marketing)
Turn challenges into positive reviews by providing a top notch touch point
SKU Discontinuation
Coordinate with inventory and product teams to phase out discontinued SKUs
Update customer service macros and FAQs
Ensure obsolete SKUs are removed or redirected in Shopify and Amazon
Shopify Fraud Checks
Perform daily fraud review using risk indicators and 3rd-party tools
Flag and cancel fraudulent orders; communicate with customers as needed
Amazon A-Z Claims
Monitor and respond to A-Z Guarantee Claims
Present evidence for appeals when appropriate
Suggest policy improvements to reduce claim volume
Process Returns
Guide customers through returns and exchanges
Process returns accurately in Shopify and Amazon
Collaborate with fulfillment and warehouse teams
Customer Support - Marketing
Respond to customer DMs across social media platforms (Instagram, Facebook, YouTube)
Correspond with affiliates
Place sample orders
Manage communication for Smartish Society Facebook community
You Might Be a Fit If You…
Have 2+ years in customer service or e-commerce operations
Are detail-obsessed and systems-minded
Have excellent writing skills
Love solving problems and calming customers
Are familiar with Shopify, Amazon Seller Central, and help desk platforms (e.g., Zoho)
Enjoy a fast-paced, collaborative environment
Embrace feedback and continuous improvement (EOS-style)
Can flex between big-picture and nitty-gritty tasks
Must love tacos
Are based in Austin, TX and excited to work in person
Benefits
Hourly, full-time position
In-person team culture at our Austin HQ
Health, dental, and vision insurance
FSA
401K with company match
Paid time off and holidays
Paid covered parking
Free Smartish products for you and your +1
TO APPLY:
Please respond to this listing with the Subject Line: "Smartish Customer Experience Specialist", a brief explanation of what interests you in this position in the email contents, and your resume attached.
ABOUT SMARTISH
Smartish makes everyday life a little easier with phone cases and stuff just clever enough to solve unexpected needs. Based in Austin, Texas, our team is a jaunty, down-to-earth, and highly-caffeinated group of folks that, since 2009, have taken our products seriously, but ourselvesnot so much. Learn more at www.smartish.com.
