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Customer Experience Associate


Remote / Los Angeles, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 05/25/2023
  • Website:
  • Company Address: , Venice, CA, 90291
  • Salary Range: $50,000 - $150,000

About Returnmates

Returnmates allows you to return your online purchases without leaving your home. We pick them up! No more printing, tape or dates at the post office.

Job Description

Returnmates is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove service for consumers -- no more printing, boxes and tape! If you want to join an innovative team that is tackling an area of ecommerce that has been left out to dry, this is the place for you.

Returnmates is venture-backed by top VCs in LA and NYC, and founders from Allbirds, Warby Parker, Harry’s and thredUP. Our team is made up of scrappy operators, engineers, and marketers from Uber, Lime and Amazon.

The Role:

We are looking for an organized, well-spoken Customer Support Representative to join our team! At Returnmates, we are obsessed with delivering a magical customer experience -- we revolve around our customers. The ideal candidate is someone who can provide timely resolutions and help build processes to enable more efficient, high-quality responses. This role will require daily interaction with our operations team and drivers. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.


What You’ll Do:

  • Communicate with customers and drivers via phone, email, live-chat, and text in an upbeat, professional and friendly way; listen to their needs and provide solutions.
  • Work directly with your supervisors to flag and escalate issues
  • Help establish processes for customer and driver communications
  • Supporting our customers in multiple time zones
  • Ensuring customer satisfaction by providing excellent customer support
  • Assisting other departments with services requests and other duties as assigned



  • 1 to 2 years of high-volume customer service experience required
  • Must have excellent interpersonal skills (i.e. speaking on phone clearly)
  • Experience with computers, the internet, and customer support tools
  • Must possess professionalism and a positive attitude
  • Must have excellent verbal and written communication skills

Knowledge, Skills and Abilities:

  • Ability to problem solve
  • Detailed orientated and professional demeanor
  • Strong organizational skills
  • Ability to multi-task
  • Excellent customer service skills
  • Must have strong verbal and written communication skills
  • Proficiency with Google Suite (Google Sheets, Google Docs, Google Slides, etc.) and Microsoft Office (Excel, Word, PowerPoint)

Favorable, but not Necessary Experience:

  • Dialpad dialer system
  • Zingle SMS system
  • Gmail

Preferred Qualifications:

  • Humble, can-do attitude with an obsession with solving customer problems
  • Ability to listen to customer concerns and come up with empathetic solutions
  • Interest in understanding of e-commerce and the online returns process
  • Tech savvy; able to navigate multiple support software systems


Hourly Pay: Starting at $16.50/hour

You'll be excited to join the team because we have:

  • The opportunity to join the ground floor of a fast-paced startup!
  • A fun and engaging work environment
  • Part-time


Returnmates is committed to a diverse and inclusive workplace. Returnmates is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, they can contact us directly.

Candidates must be at least 18 years of age. Returnmates does not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role.