Customer Service Rep at Dairy Boy

Dairy Boy is a rapidly expanding direct-to-consumer lifestyle brand redefining modern American style through a distinctive blend of nostalgia, sports, and everyday living.

Our brand helps customers create lifestyles and spaces that express their individuality, supported by a passionate and rapidly growing community across multiple digital platforms.

Dairy Boy are looking for a dedicated Customer Service Representative to deliver an exceptional experience to our customers.

Working closely with our Customer Experience Lead and external support team, you will handle complex customer inquiries, resolve escalated issues, and contribute to improving our customer support systems and processes.

The majority of your responsibilities will involve managing customer interactions through email and live chat.

You will communicate in Dairy Boy’s distinctive brand voice, take ownership of order-related concerns, returns, and exchanges, and provide personalized assistance to our VIP customers, including high-value buyers, loyal community members, and influencer partners.

You will also work with our specialized customer support technology, reviewing automated responses, identifying inaccuracies, and improving the information and instructions that guide these tools.

The ideal candidate is an excellent communicator who can write engaging, empathetic responses and adapt their approach to different customer needs.

You should be comfortable troubleshooting problems, understanding how digital support systems operate, and finding solutions when situations require more than standard procedures.

As Dairy Boy continues to grow, you will play an important role in developing how our customer service team operates and how technology supports the customer experience.

This position offers direct collaboration with senior leadership, meaningful responsibility, and the opportunity to influence how customers interact with the brand.

If you’re passionate about delivering outstanding service and want to contribute to a growing lifestyle brand that values creativity, quality, and attention to detail, we’d love to hear from you.

Key Responsibilities

• Respond to customer inquiries through email and live chat, providing friendly, personalized, and brand-aligned support.
• Deliver exceptional service to VIP customers, including high-value shoppers, loyal community members, and influencer partners.
• Manage escalated customer concerns involving orders, returns, exchanges, and other sensitive matters from beginning to resolution.
• Coordinate with the external customer support team to address escalations, clarify policies, and improve processes to ensure consistent customer experiences.
• Organize and manage customer tickets, conversations, and workflows through the company’s helpdesk platform.
• Monitor automated customer service responses, identifying inaccurate information, ineffective replies, and communication that does not align with the brand’s voice.
• Help enhance customer support technology by identifying information gaps, updating guidance, and recommending improvements.
• Collaborate with the Customer Experience Lead on daily support operations and customer experience initiatives.
• Identify recurring customer complaints and challenges, recommending improvements to the policies and processes responsible for them.

Required Qualifications and Skills

• Previous experience working with customer support helpdesk software or CRM platforms, including ticket management and workflow administration.
• Excellent written communication skills and the ability to maintain a consistent brand voice across customer interactions.
• Strong problem-solving abilities and sound judgment when handling situations without predefined scripts.
• Technical aptitude, with the ability to troubleshoot issues and understand how different support tools and systems work together.
• Interest in specialized customer support technology and its potential to improve customer experiences.
• Ability to work independently and maintain productivity from a reliable home office.
• Availability to work Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET).

Preferred Qualifications

• Experience using Intercom or Fin, with additional familiarity with Gorgias, Zendesk, or Kustomer considered an advantage.
• Experience evaluating, training, or improving automated customer support tools.
• Familiarity with maintaining help center articles, customer service macros, internal knowledge bases, and support system instructions.
• Previous experience handling VIP customer accounts or providing personalized customer support.
• Background in e-commerce, fashion, beauty, or lifestyle brand customer service.

Benefits and Perks

• Health insurance coverage.
• 401(k) retirement plan with company matching contributions.
• Paid time off (PTO).
• Paid holidays.