Customer Service Associate

Join the dynamic team at Vacation®, the award-winning sunscreen company from Miami USA that’s on a mission to make sunscreen fun. Founded in summer 2021, Vacation® has swiftly gained acclaim among consumers, tastemakers, press, retailers, and dermatologists alike for the immersive brand world and “leisure-enhancing” products that transport you to paradise and back. Vacation’s steady growth is in large part thanks to the company’s focus on creativity and innovation, and the team’s shared mission to infuse a sense of fun into sunscreen aisles nationwide. You can discover Vacation’s products at leading retailers including Ulta Beauty, Nordstrom, and Target, as well as www.vacation.inc.

Role Summary

Vacation® is looking for a Customer Service Associate to deliver world-class service to our customers. As our Customer Service Associate, you will manage returns / wholesale / damaged products and suggest improvements based on customer feedback. You will also track trends, update macros and build processes to improve customer happiness. Customer Service is a cornerstone of our brand, and this role is an integral part of our team. In addition to your direct interactions with customers, you will also focus on internal projects such as software support, travel arrangements, and cross-training where applicable. This role reports directly to the VP of Operations.

Your Responsibilities

External Customer Service

• Manage customer inbox via Gorgias on a daily basis; resolving tickets and issues in a timely and on-brand manner
• Process returns and maintain database of trends, resolutions, and product related issues / recommendations
• Monitor fraudulent order potential; reviewing and logging chargebacks, disputes, etc.
• Continually update customer service systems with macros, tags/rules, and other helpful entries to improve overall efficiency for the role
• Own monthly reporting into VP of Operations for customer satisfaction ratings, ticket quantity and ticket resolution

Internal Customer Service

• Lead weekly all-staff meeting
• Coordinate all company gifting
• Cross-train with operations department
• Partner with human resources team in all employee recognition efforts

What Excites Us about You

• Strong written and verbal skills that uphold brand standards and cultivate community
• A passion for hospitality, problem-solving and building process
• Experience with managing and cleaning data in Excel or Google Sheets
• Experience creating presentations in PowerPoint, Keynote or Google Slides
• Able to work independently and within a team; you have a “no task too small” mentality
• You are meticulous, organized and detail-oriented in your work
• You are comfortable in a room of experts and can be assertive in your communication style

• Bachelor’s Degree
• 2-4 years experience in customer service, preferably at a fast-paced consumer products company
• You use sunscreen
• You have a sense of humor!

• Employee Equity Options
• Comprehensive Medical, Dental, Vision plans with 100% coverage for employees
• WFH stipend and an annual learning stipend
• 15 Days PTO
• Complimentary Vacation® Products

What we value

Vacation® employees have a deep hunger and eagerness to go above and beyond in everything they do. They love to leave their mark in contributing to the company’s growth and, maybe most importantly, they are humble when they do so. No job is too small, and they see every task they do as an opportunity to make a meaningful contribution to the company’s overall success. Attention to detail, organization, proactivity, accountability, humility and a sense of humor are cardinal virtues for a Vacation® employee.

Vacation® is proud to be an equal opportunity workplace. We recognize that diverse teams make the strongest teams. We are committed to equal employment opportunity regardless of gender identity/expression, veteran status, or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know by contacting us at people@vacation.inc so we can do our best to accommodate you in applying for the role.