Customer Experience Support Specialist

This position is crucial to Rebel Athletic’s success in delivering an exceptional customer experience. Team members in this role will be assigned primary and secondary areas of responsibility across multiple channels for which Customer Experience is responsible.

At Rebel Athletic, CX Support Specialists are given autonomous, Creative opportunity to take an active role in the full operations of customer experience. They will be directly involved in communicating with all types ofcustomers, identifying customer needs, coordinating daily operational tasks with account managers in the field, auditing and resolving experience disreepancies, mediating on a long-term relationship with a customer, assisting e-commerce customers by phone and email, assisting with returns and special order assistance, maintaining accurate information on updated products, policies, systems and solutions, as well as daily business reporting, payment and collection assistance, technical and quality support resolutions, and working with all other teams as the responsible facilitator.

Your Responsibilities Will Include

• Respond promptly to customer inquiries via phone, email, and other channels
• Handle customer order support, technical support, and general inquiries across Shopify and CRM systems
• Proactively follow through to resolve customer escalations
• Redirect inquiries from potential new customers to the appropriate sales contacts
• Process customer purchase orders accurately and efficiently
• Coordinate returns and exchanges, and ensure accurate logging of all customer interactions
• Support outbound communications during various stages of the customer journey
• Maintain current knowledge of products, processes, systems, and policies
• Collaborate with account managers and other departments to resolve customer issues and deliver timely solutions
• Audit customer forms and initiate proper follow-up actions
• Support daily business reporting and documentation

What You'll Need

• Strong written and spoken English communication skills
• Ability to multitask and prioritize in a fast-paced, deadline-driven environment
• Excellent attention to detail and a commitment to follow-through
• Proactive and self-motivated with a strong sense of ownership
• Customer-first mindset and ability to mediate challenging situations with empathy
• Experience with Shopify and CRM systems (Salesforce experience preferred)
• Ability to work independently while collaborating effectively with internal teams
• Prior experience in customer support, e-commerce, or administrative roles
• Background in Apparel, Fashion, or related fields is a plus
• Familiarity with cheerleading, dance, or gymnastics is an advantage

Join  Us

‍We make careful selection when we compose a team ensuring that every person is suited and proficient to take on the job. We match your profile suitably to the right position. This is how we create lasting connections with our industry partners and meaningful work experiences for our employees.

‍What we offer

• Highly competitive salary. In addition to that, we provide HMO coverage for you and one dependent, and give out 13th and 14th month pay to show our appreciation for your commitment to our company.
• Excellent career growth opportunities, including exposure to the global market, to help you reach your full potential.
• Full-time and permanent positions that offer long-term stability and the chance to build a successful career with us.
• Work-life balance through our flexible work-from-home arrangements, enabling you to achieve your personal and professional goals.
• A dynamic and supportive team that is committed to achieving excellence, while also enjoying a positive work environment.

Our Company Values

• Accountability: We ensure compliance with our company’s policies and procedures to reflect transparency and responsibility in our actions and decisions.
• Detail-Oriented: Eyes are on the details. Inattention results in errors and correction is costly. We frown at rushed and thoughtless work because excellence is in the details.
• Good Health: Listen to the rhythm of your body. Respond to its needs. We value your health and you are encouraged to make time for it.
• Honesty: Open and honest communication makes a team stronger. Your ideas and thoughts are important. Express it with realness and keep respect in mind when differences arise.
• Commitment: Long-term goals are achieved when everyone on board is committed. Lasting partnerships are created when the commitment to deliver results is strived for.