Customer Service

Position Summary:

The Customer Service & Order Operations Specialist serves as a critical second OTC resource while also owning frontline customer issue resolution and product-related escalations. This role is essential to stabilizing customer experience, resolving product and fulfillment issues, and protecting brand ratings across DTC and retail channels.

This person will manage complex customer cases, coordinate replacements and credits, support order execution, and act as a key communication bridge between Customer Service, OTC, Logistics, Supply Chain, QA, and Brand teams. The ideal candidate is highly organized, calm under pressure, detail-oriented, and experienced in handling high-volume issue resolution without sacrificing accuracy or customer trust.

Key Responsibilities:

Customer Service & Issue Resolution

• Own resolution of high-volume customer tickets across DTC and retail-adjacent channels, including missing items, damaged products, misprints, defective components, and preorder confusion.
• Triage and resolve complex product issues, including but not limited to: missing or broken components, manufacturing defects, packaging or insert errors, battery or mechanical failures, etc.
• Coordinate replacement parts and shipments in partnership with Logistics and Warehouse teams.
• Ensure customers are not unnecessarily redirected to retailers (Amazon, Walmart, Target) in ways that could increase return rates or negatively impact star ratings.
• Maintain professional, empathetic, and brand-appropriate communication during high-stress customer interactions.
• Work closely with QA, Supply Chain, and Brand teams to flag recurring issues and provide detailed feedback for root-cause analysis.

Order-to-Cash (OTC) Support & Execution

• Act as the second OTC specialist, partnering closely with the Senior OTC Specialist on daily order execution.
• Support order entry, order validation, changes, cancellations, and customer communication related to orders.
• Assist with retailer and direct-import customer coordination as needed.
• Help manage exceptions related to shipping delays, address changes, preorder misunderstandings, and cancellations.
• Ensure accurate documentation and system updates related to orders, credits, replacements, and returns.

Systems, Ticketing & Process Discipline

• Work daily within customer service and order systems (e.g., Gorgias, Netsuite, retailer portals) to ensure tickets and orders are properly routed, tracked, and closed.
• Help clear and prevent ticket backlogs by ensuring inboxes, queues, and workflows are functioning correctly.
• Maintain accurate records for customer issues, resolutions, and order adjustments.
• Follow established SOPs while flagging gaps, inefficiencies, or recurring failure points for improvement.

Cross-Functional Coordination & Escalation

• Partner with Logistics, Warehouse, Supply Chain, QA, and Brand to resolve issues quickly and accurately.
• Escalate systemic or recurring issues with clear documentation and supporting detail.
• Support internal teams by providing visibility into customer pain points and operational breakdowns.
• Assist with internal reporting on issue volume, trends, and resolution status as needed.

This Could Be You If:

• High school diploma or equivalent.
• 3–5+ years of experience in customer service, order management, OTC, or operations support.
• Strong data entry skills.
• Experience handling high-volume customer issues, ideally in DTC, retail, or consumer products.
• Excellent communication skills, including active listening.
• Strong collaboration skills and willingness to partner cross-functionally.
• Must be service-oriented and able to resolve issues as they arise.
• Experience with Netsuite, Gorgias, or similar systems is a strong plus.
• Strong desire and willingness to learn new software.
• Skilled to manage different tasks simultaneously.
• Able to sit for prolonged periods of time while working on a computer.

Why Join Us?

Bring Trends to Life
– We don't just follow what's next—we create it. Innovation and creativity are at the core of everything we do.

Energized Culture
– Fast-paced, dynamic, and fueled by fresh ideas. Your impact is seen, heard, and celebrated.

Radical Transparency
– No guesswork. We believe in open dialogue, direct feedback, and shared success.

Beyond Benefits
– Competitive pay, standout perks, and real investment in your growth.

Push Boundaries
– If you want to shape the future and turn ideas into reality, you belong here.

Benefits & Perks

• Healthcare:
  Competitive / Best in Class Plans
• Vision & Dental:
  Included
• FSA & HSA Options:
  Pick what suits you (can't do both)
• 401K with 3% Match:
  Eligible after 90 days
• Financial Planning & Charity Match

Time Off

• PTO
  ,
  Paid Holidays, Sick Days, Volunteer time, Summer Fridays

Wellness & Growth

• Classpass Membership
• Continuous Learning & Dedicated Learning Hours
• Remote & Hybrid Work Options

Extras

• Commuter Benefits
• Women In Toys Membership
• Parental Leave:
  After 1 year

The Legal bits

The salary range for this role is $ $38.00 hourly, plus eligible for an annual target bonus prorated from the start date. This is the lowest to highest salary we in good faith, believe we would pay for this role at the time of this posting. An employee's pay position within the wage range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, sales or revenue-based metrics, and business or organizational needs. This compensation range may also be modified in the future.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Descriptions may be subject to change as the needs of the organization change.

As an
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
, What Do You Meme does not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, sex, gender, sexual orientation, age religion, creed, marital status, veteran status, domestic violence victim status, familial status, or on any other basis prohibited by law. Furthermore, What Do You Meme will not discriminate against any applicant or employee because they is disabled, a disabled veteran, or a veteran of the Vietnam era, provided they are qualified and meets the requirements established by What Do you Meme for the job.