Customer Experience Associate, eCommerce

Position overview

The Customer Experience Associate for eCommerce will own community engagement across Greyson channels and work closely with the Digital CX team and other departments to deliver polished, personalized support to customers. The role is primarily remote, though occasional travel to the company’s Detroit, Michigan office may be needed. Applicants based in the Detroit metro area will be given priority consideration.

About Greyson Clothiers

Greyson is a lifestyle brand known for combining strong design with technical performance. Built around authenticity and attentive service, the brand serves both established and emerging golf customers while drawing inspiration from the people and communities around it. Greyson also emphasizes environmental awareness, unity, and diversity, and supports community initiatives through ambassador partnerships and outreach. What began in golf apparel has grown into a broader omnichannel business spanning wholesale, ecommerce, and retail.

Key responsibilities

• Respond promptly to customer messages through the CS ticketing system, Gorgias, and adapt communication style to the needs of each channel, including phone, email, chat, and social media.
• Monitor ticket queue movement and track operational performance indicators.
• Review platform data and customer service metrics to uncover ways to reduce friction and improve the buying journey.
• Partner with internal teams to tailor customer experience approaches that strengthen satisfaction.
• Create and roll out customer experience initiatives that improve retention.
• Build and execute CX approaches that strengthen the Greyson brand and make the path to purchase clearer.
• Handle returns, exchanges, and refund processing.
• Support upselling efforts and help customers feel confident in their purchases.
• Work with DTC and cross-functional teams around product launches, making sure the CX team has the product knowledge it needs.
• Contribute to process improvements and collaborate on updating or refining procedures.
• Maintain accurate documentation and ensure SOPs are easy to access.
• Consistently deliver a high-quality customer experience.

Experience and skills

At least 1 year of customer service experience is preferred. Experience using Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/Analytics is considered an advantage. Backgrounds in personal shopping, digital styling, or concierge services are also beneficial.

Benefits

• Unlimited paid time off for full-time employees
• Paid sick leave
• 13 paid company holidays each year
• Employee discount
• Paid family leave for maternity and bonding
• Company-funded long-term and short-term disability coverage
• Medical, dental, and vision insurance with company HSA contribution
• Tax-advantaged accounts, including FSA, HSA, dependent care FSA, 401(k) with match targeted for 2025, and Roth 401(k)

Additional information

This position is mainly remote, but periodic travel to the Detroit, MI corporate office may be required. Preference will be given to candidates located in the Detroit metro area.

Company outlook

Greyson describes itself as a brand in a strong growth phase, expanding beyond its original golf-focused roots into additional lifestyle categories while continuing to build its reputation across ecommerce, wholesale, and retail.