About Us:
Beach Bunny Swimwear is a luxury swimwear brand known for its bold designs, premium quality, and empowering aesthetic. We believe in creating exceptional experiences not only through our products, but also through the way we engage with our customers. We're seeking a passionate, people-first Community Engagement Associate to join our team and be the voice of Beach Bunny across customer service channels and social platforms.
Position Overview:
As the Customer Service Manager, you will play a vital role in managing customer communications, resolving inquiries with professionalism and empathy, and ensuring every Beach Bunny customer feels valued and supported. You'll work across departments to streamline customer experience, manage logistics, and support brand image both online and offline.
Key Responsibilities
Customer Support & Communication
- Handle daily customer service operations including inquiries related to orders, returns, shipping, pricing, product info, and more
- Respond to escalated issues with urgency, empathy, and clarity
- Manage communications across email (Gorgias), phone, live chat
- Provide a consultative, brand-aligned experience to guide customers through purchasing decisions
- Ensure issues are resolved efficiently-ideally in one contact
Operations & Logistics Support
- Manage returns and refunds using platforms such as Loop and Full Circle
- Oversee order fulfillment coordination between DTC, Retail, and International (CFL, DOT)
- Assist in managing OOS (Out-of-Stock) communications and solutions
- Support shipment tracking, on-time delivery, delays, and lost packages
- Coordinate pickups and mail for the home office (FedEx, USPS, DHL, UPS)
Cross-Functional Collaboration
- Serve as a liaison between Customer Service and teams including Ecommerce, Retail, and Production
- Report product issues and customer requests to Production and relevant teams
- Participate in events and photoshoots as needed, including prep coordination