Eleven Eleven is a fast-growing women’s apparel and lifestyle brand based in Nashville, Tennessee. We’re looking for a part-time Customer Support Specialist to own day-to-day customer communication and help maintain a high-quality, consistent customer experience as we continue to grow.
This role is customer-facing, detail-oriented, and critical to protecting the brand’s reputation. You’ll be the front line for customer questions, issues, and edge-case situations and will be trusted to handle them professionally and thoughtfully.
About the Role
You will manage and respond to customer inquiries across all support channels, ensuring customers receive timely, clear, and on-brand communication. You’ll also assist with escalations, order issues, and moments that require calm, solution-oriented thinking.
This is a hands-on role with real responsibility. In-person availability in Nashville is preferred, but remote candidates will be considered.
Responsibilities
- Oversee and manage all customer support channels
- Provide email support for customer questions, orders, and issues
- Respond to SMS replies from campaigns and customer inquiries
- Provide phone support (as needed)
- Handle customer escalations and crisis-level situations with professionalism
- Issue refunds, replacements, and reshipments when appropriate
- Manage a monthly customer support budget allocated for refunds and reshipments
- Ensure all customer communication feels thoughtful, clear, and aligned with the brand
- Identify recurring issues and flag them to the team for resolutiong
- Manage customer-related communication with our fulfillment warehouse, including lost packages, delivery disputes, and warehouse-related issues
- Coordinate with management and operations on how to handle edge cases and non-standard customer situations
- Prepare monthly reporting on customer support trends, recurring issues, and opportunities for improvement across the business
- Analyze returns data to identify common reasons for returns and share insights with the product development team to improve future products
- Communicate quality control issues and customer feedback directly to the production team, helping inform improvements in materials, fit, and execution
Qualifications
- Bachelors Degree or higher
- Experience in customer support, customer experience, or a similar role preferred
- Strong written and verbal communication skills
- Calm under pressure with the ability to handle sensitive or escalated situations
- Highly organized and detail-oriented
- Comfortable making judgment calls within guidelines
- Professional, personable, and reliable
- Experience in e-commerce or retail support is preferred
What This Role Requires
- Strong sense of ownership over customer experience
- Consistency and responsiveness
- Good judgment and accountability
- Comfort working independently with clear expectations
This role is ideal for someone who takes pride in delivering a great customer experience and understands how important customer trust is to a growing brand.
- Unlimited PTO - Take the time you need! Rest, recharge, and come back inspired.
- Summer Fridays - Log off early on Fridays all summer long.
- Mental Health & Sick Days - No questions asked. Your well-being, mind and body, always comes first.
- Employee Discounts - Enjoy 40% off all full-price items. Your closet (and your wallet) will thank you.
