Customer Service Representative

About Us: AZAZIE stands as the leading direct-to-consumer (DTC) e-tailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order. Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options. Job Overview: Azazie is looking for a motivated, adaptable, and customer-focused Customer Service Representative to join our team. In this role, you will support customers across phone, chat/messaging and email, helping resolve product questions, order concerns, returns, policies, account needs, and other service-related issues. You will also help identify friction across the customer experience and surface recurring issues that may improve processes, tools, and customer outcomes. As self-service and AI-assisted support continue to grow, our representatives are especially valuable in situations that require human judgment, empathy, critical thinking and personalized problem-solving. The ideal candidate is comfortable with technology, adaptable to changing workflows and able to work alongside AI-assisted tools while applying sound judgment. Responsibilities and Duties: Provide customer support across phone, chat/messaging and email, moving between channels based on customer demand and business needs. Resolve complex, sensitive, or unclear concerns that require research, judgment and empathy, especially those that can't be fully addressed through automated, self-service, or standard support pathways. Support service recovery and de-escalation by actively listening, setting appropriate expectations, and communicating clear next steps. Educate customers on Azazie products, policies, order processes, returns and self-service options, while recognizing when direct agent support provides the better experience. Navigate Zendesk, Happy Returns, internal systems, and other support tools and review AI-generated information or recommended responses to ensure they are accurate and appropriate. Identify and flag recurring concerns, process gaps, and points of friction, providing clear examples and context to the appropriate CS, Product, Technical, or cross-functional teams. Maintain ownership of customer issues through resolution or appropriate escalation. Meet performance expectations related to productivity, quality, customer satisfaction, attendance, and schedule adherence. Note: These duties are intended to describe the general nature and level of work performed and are not exhaustive. The company reserves the right to modify duties and responsibilities as business needs evolve. Qualifications: Strong analytical, problem-solving, and communication skills, with sound judgment when handling non-standard situations and supporting customers across multiple channels. Ability to learn new products, policies, tools, and workflows quickly while maintaining accuracy, empathy and quality. Strong computer literacy, including Microsoft Office and/or Google Workspace, with the ability to learn and navigate multiple systems efficiently. Comfortable working alongside AI-assisted tools and recognizing when human judgment is needed. Experience with Zendesk or another CRM, or with AI-assisted customer service tools, is preferred. Customer-focused and adaptable, with strong awareness of service and process improvement opportunities and a collaborative, feedback-driven approach in a fast-paced environment. Additional language skills, including Spanish, Mandarin, or French, are a plus but not required. If you don’t meet every qualification but are eager to learn, adaptable, and passionate about providing a strong customer experience, we encourage you to apply. Benefits: 100% Medical, Dental, Vision, Life insurance offered after a 60-day probationary period Paid vacation days and sick leave Paid Holidays + Floating Holidays 401k match Free snacks and drinks in office Employee discount Gym access in building Company engagement events Physical Requirements: While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close, distance and color vision. Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. This job description is not an employment contract. It is intended to describe the general content of and requirements for the performance of this job. Duties, responsibilities, and requirements may be changed or added at the discretion of Azazie at any time.