Salary: $24 per hour

Location: New York, NY

The Retail Operations & Customer Experience Associate (Part-Time) provides real-time support to Studs’ studio teams and customers to ensure a seamless retail experience. This role serves as the first line of response for operational questions, customer escalations, and service recovery across the retail network.

Working closely with the Retail Operations and Field Leadership teams, this position balances day-to-day communication, issue resolution, and exceptional customer care. The role is ideal for someone who thrives in a fast-paced, service-oriented environment and is motivated to problem-solve, communicate clearly, and support both internal teams and customers.

Responsibilities:

Retail Field Support

• Serve as a central point of contact for studio teams, resolving questions and issues in real time through email, chat, and ticketing systems.
• Partner with Studio Managers and Field Leadership to troubleshoot operational or scheduling issues (e.g., POS errors, appointment adjustments, system escalations).
• Maintain consistent, professional communication with studio teams and customers to ensure quick resolution and accurate information flow.
• Support service recovery efforts as needed, following up with both customers and studio teams to ensure satisfaction and retention.

Customer Experience & Service Recovery

• Deliver exceptional customer support across multiple channels (email, text, chat), meeting or exceeding service-level agreements (SLAs).
• Handle appointment, order, and service-related inquiries promptly and accurately.
• Partner with eCommerce and fulfillment teams to resolve customer order issues and ensure timely resolution.
• Respond to customer feedback and reviews with empathy and alignment to Studs’ tone and brand standards.

Escalation & Insights

• Identify and escalate operational trends or recurring issues to Retail Operations leadership.
• Capture and share insights from customer and field interactions to help improve processes and training materials.
• Support the continuous improvement of communication templates, knowledge base articles, and internal FAQs.

Requirements:

• 1–2 years of experience in retail operations, customer service, or a related support environment.
• Must be able to work Tuesdays, Wednesdays, and at least one weekend day each week.
• Availability for up to 29 hours per week, with flexibility to pick up additional shifts as needed.
• Strong written and verbal communication skills with an emphasis on clarity, tone, and follow-through.
• Experience using Zendesk or similar customer service platforms preferred.
• Comfortable with appointment scheduling tools and multi-system navigation.
• Proven problem-solving skills and a calm, solutions-oriented mindset in a fast-paced environment.
• Demonstrated ownership, accountability, and professional judgment when representing the Studs brand.

Benefits & Perks

• Paid Safe & Sick Leave Accrual
• FSA Health and Commuter Tax-Advantaged Accounts
• 401(k) Retirement Savings Plan
• Exclusive Employee Discounts on Piercings and Jewelry (we’ve got your friends and family covered too!)