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E-commerce Customer Service Representative

Location: SeaVees HQ, Santa Barbara, California

Department: Customer Experience

Job type: Full-time

Job description:

We’re looking for an awesome individual to join the SeaVees Customer Experience Team. We want you to be fully immersed in all things related to customer support — from guiding customers to their perfect SeaVees style or fit to responding to tickets, emails and phone calls. You will also be responsible for managing the customer experience in the SeaVees Showroom & Guide Bar located at our Santa Barbara headquarters. 

In this role, you are essential to the face of the SeaVees brand and creating the best first impression from all touchpoints. We‘re looking for a positive self-starter and team player who is solution-driven. You must be organized and have a creative approach that will help us evolve the customer experience for all new and returning SeaVees customers.

Customer Support Duties:

• Deliver high quality, friendly customer support through email, live chat, phone and in-person interactions for SeaVees US, EU and UK e-commerce stores
• Clearly convey the SeaVees story, company messaging and brand personality
• Provide timely follow up with customers regarding their order status and product information requests
• Set and manage SeaVees customer support goals and expectations, contribute to new ways of streamlining processes and policies to improve overall customer experience
• Effectively communicate customer feedback to marketing and product management teams
• Work directly with our warehouse to resolve any customer order issues pertaining to shipments, returns or exchanges
• Add new queries to the Help Center as needed
• Support customer-related operational issues as needed
• Ensure all Customer Support processes are working properly and if not, work to solve
• Follow up with any “passives” or “detractors” in ZenDesk (through Delighted and Yotpo) to maintain high NPS score
• Assist in online marketing initiatives that will improve the customer experience and drive better conversions
• Create and track new orders in Full Circle for damage replacements, promotions, etc.

Showroom & Guide Bar Duties:

• Manage the SeaVees Showroom & Guide Bar: manage all appointment bookings, review appointment style surveys, and order shoes for Guide Bar appointments
• Make sure area is clean and merchandised at all times
• Respond to walk-in customers and show them the collection or assist with trying on sneakers
• Work closely with product team on seasonal basis to learn and present the collection


• BA/BS degree
• At least 2 years experience in a customer-facing role, preferably via email, phone and chat
• Detail-oriented with strong verbal and written communication skills
• Experience with Google Docs, ZenDesk and Full Circle a plus
• Ability to multi-task and prioritize
• Entrepreneurial minded and capable of thriving in a fast-paced environment
• Kind, friendly, patient and positive team player

To apply for this position, please send your resume and cover letter to