Founding Customer Experience Specialist

Company: ClothME Location: Austin, Texas, USA Employment Type: Full-Time Work Arrangement: On-site / Hybrid Reports To: Founder & CEO (initially), transitioning to Operations as the team grows Compensation: Competitive Base Salary + Equity Eligibility Relocation Assistance: May be available

About ClothME

ClothME is building a better way for people to discover and shop for fashion.

We're creating a fit-first fashion marketplace that helps people discover clothing likely to fit them and their families, while helping fashion brands, boutiques, and retailers reach relevant shoppers.

Our platform brings together personalized fit intelligence, product discovery, merchant technology, and creator-driven commerce to make fashion shopping more convenient, personalized, and accessible.

For fashion businesses, ClothME provides an opportunity to acquire new customers, increase online and in-store sales, and reduce fit-related returns through a performance-based model.

There are no setup, subscription, or listing fees. ClothME earns a commission when it generates a sale.

Our long-term vision is to become the operating system for fashion retail.

We're an early-stage technology company with ambitious plans to grow across North America and eventually expand internationally.

We're looking for a Founding Customer Experience Specialist who wants to help build that future.

About the Role

As a Founding Customer Experience Specialist, you'll play an important role in creating an exceptional experience for everyone who interacts with ClothME.

You'll work directly with our Founder and collaborate with Product, Engineering, Growth, Merchant Partnerships, and Creator Partnerships to help shoppers, merchants, and creators succeed on the platform.

This is a hands-on position combining customer support, problem-solving, customer education, feedback collection, and customer experience improvement.

You'll help people navigate the platform, resolve issues, understand available features, and have a positive experience with ClothME.

You'll also help us identify recurring problems, improve support processes, and turn customer feedback into meaningful product improvements.

We're not looking for someone who simply responds to tickets.

We want someone who genuinely cares about people, enjoys solving problems, and wants to help create a customer experience that people remember for the right reasons.

As ClothME grows, there will be opportunities to develop professionally, specialize in different areas, and take on broader responsibilities.

Your Mission

Help every shopper, merchant, and creator have a positive, reliable, and supportive experience with ClothME while contributing insights that continuously improve our products and services.

What You'll Do

Shopper Support & Experience

Help consumers enjoy a smooth and confident shopping experience.

Responsibilities include:

• Respond to customer questions through email, chat, and other supported channels.
• Help customers navigate registration and account setup.
• Assist users with creating and managing Fit Profiles.
• Explain how fit-based product discovery works.
• Help customers understand product information and available sizing guidance.
• Support customers with account, shopping, and order-related questions.
• Assist with checkout, payment, and order-status inquiries.
• Help customers understand applicable returns, refunds, and cancellation policies.
• Investigate and escalate technical or transaction-related issues.
• Identify opportunities to improve the overall shopping experience.

Merchant Support & Experience

Help fashion businesses use ClothME successfully.

Responsibilities include:

• Assist merchants with account registration and platform navigation.
• Explain brand verification and submission processes.
• Help merchants understand product publishing requirements.
• Support basic questions about product catalogs, sizing, variants, and inventory.
• Assist merchants with available integrations and account settings.
• Help troubleshoot common merchant dashboard issues.
• Coordinate complex merchant concerns with Merchant Partnerships and Engineering.
• Identify recurring merchant onboarding challenges.
• Contribute to merchant help articles and troubleshooting resources.
• Help maintain clear and timely communication with merchants.

Creator Support & Experience

Support creators participating in ClothME's creator ecosystem through Thesi.

Responsibilities include:

• Assist creators with registration and account-related questions.
• Help creators understand available campaigns and participation requirements.
• Explain campaign application and submission processes.
• Support questions about product selection and creator links.
• Help creators understand available performance and attribution information.
• Route campaign, commission, or payment concerns to the appropriate team.
• Identify recurring creator experience issues.
• Collaborate with Creator Partnerships to improve creator onboarding.
• Contribute to creator support documentation.
• Help ensure creators receive clear, consistent information.

Customer Support Operations

Help establish efficient and scalable support processes.

Responsibilities include:

• Manage and organize incoming support requests.
• Categorize customer issues and maintain accurate records.
• Follow established response and escalation procedures.
• Help develop support workflows and internal documentation.
• Identify opportunities to improve response and resolution times.
• Support the implementation of helpdesk and customer support tools.
• Maintain professional and consistent communication.
• Follow up on unresolved issues.
• Help improve support quality and consistency.
• Contribute to operational improvements as support volume grows.

Customer Education & Self-Service

Help customers find answers and solve common problems independently.

Responsibilities include:

• Create and maintain frequently asked questions.
• Develop clear help articles and troubleshooting guides.
• Identify common support questions suitable for self-service resources.
• Help produce simple tutorials and instructional content.
• Collaborate with Product and Growth on onboarding communications.
• Review existing support content for clarity and accuracy.
• Recommend improvements to in-app guidance and help experiences.
• Support the development of a scalable customer knowledge base.

Voice of the Customer

Help ensure customer feedback influences ClothME's development.

Responsibilities include:

• Collect and document customer feedback.
• Identify recurring complaints, questions, and product difficulties.
• Categorize feedback into actionable themes.
• Share relevant insights with Product and Engineering.
• Highlight opportunities to simplify onboarding and shopping.
• Help evaluate improvements to customer-facing features.
• Participate in testing new workflows when appropriate.
• Follow up with customers when reported issues are resolved.
• Help the team understand how product decisions affect real users.

Customer Trust, Privacy & Escalations

Help protect customer confidence in ClothME.

Responsibilities include:

• Handle customer information responsibly and confidentially.
• Follow established data protection and account verification procedures.
• Recognize potential fraud, account security, and payment concerns.
• Escalate sensitive issues to authorized team members.
• Communicate clearly during service disruptions or technical incidents.
• Avoid making unsupported promises about refunds, orders, sizing, or product availability.
• Treat customers fairly and respectfully.
• Help identify opportunities to improve customer trust and safety.

Reporting & Performance

Help build a measurable and continuously improving customer experience.

Responsibilities include:

• Track support requests and issue categories.
• Monitor response and resolution times.
• Collect customer satisfaction feedback.
• Identify recurring support trends.
• Prepare regular summaries of customer concerns.
• Report common product friction points.
• Recommend improvements based on support data.
• Help measure the effectiveness of self-service resources.
• Document recurring issues and their resolutions.

Required Qualifications

We're interested in demonstrated experience, strong communication, sound judgment, and a genuine commitment to helping people.

You should have:

• 2+ years of experience in customer support, customer experience, customer success, e-commerce support, technical support, or a related field.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• Experience supporting customers through email, chat, or comparable channels.
• Ability to explain technical or unfamiliar processes in simple language.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer requests and priorities.
• Patience, empathy, and professionalism.
• Comfortable learning new software and digital platforms.
• Ability to work independently and collaborate with others.
• Good judgment when handling sensitive or complex issues.
• Willingness to learn, adapt, and improve processes.
• Interest in consumer technology, e-commerce, fashion, or marketplace businesses.

A specific degree is not required if you can demonstrate relevant experience and results.

Preferred Qualifications

Experience with any of the following would be an advantage:

• Consumer mobile applications.
• E-commerce marketplaces.
• Fashion or retail customer service.
• Shopify or merchant-facing platforms.
• Helpdesk and ticketing systems.
• Customer support automation.
• Technical troubleshooting.
• Payment and order support.
• Customer education and knowledge base development.
• Creator platforms or community support.
• Customer satisfaction reporting.
• Early-stage technology companies.
• Multilingual or international customer support.

Tools & Technology

You don't need experience with every tool listed below. We're looking for someone who can learn quickly and use technology effectively.

Customer Support & Helpdesk

• Zendesk
• Intercom
• Help Scout
• Gorgias
• Comparable ticketing and live-chat platforms

Commerce & Marketplace

• ClothME Consumer Application
• ClothME Vendor Platform
• Thesi Creator Platform
• Shopify-related merchant workflows
• Order and payment support systems

Communication

• Google Workspace
• Zoom
• Google Meet
• Internal messaging platforms

Documentation & Collaboration

• Notion
• Slack
• Linear or comparable issue-tracking tools

Analytics & Reporting

• Google Sheets
• Microsoft Excel
• Customer satisfaction dashboards
• Support reporting tools

AI & Productivity

• ChatGPT
• AI-assisted support and knowledge management tools

Experience with equivalent tools is welcome.

What Success Looks Like

First 30 Days

• Understand ClothME's mission, marketplace model, and customer experience principles.
• Become familiar with the consumer, merchant, and creator platforms.
• Learn existing support workflows and escalation procedures.
• Understand key customer journeys and common questions.
• Begin responding to support requests with appropriate guidance.
• Identify opportunities to improve help resources and support processes.

First 90 Days

• Independently resolve common customer and merchant inquiries.
• Help establish consistent support response and escalation practices.
• Improve support documentation and frequently asked questions.
• Identify recurring issues affecting customers.
• Share useful product feedback with internal teams.
• Help improve customer satisfaction and support efficiency.
• Contribute to a reliable support reporting process.

First 12 Months

• Help build a dependable customer experience function.
• Maintain strong customer satisfaction as support volume grows.
• Contribute to faster and more effective issue resolution.
• Help develop a useful and scalable knowledge base.
• Improve communication across customer-facing and technical teams.
• Identify recurring product problems and contribute to their resolution.
• Help establish customer experience processes that can support future international growth.

How Performance Will Be Measured

We believe excellent customer experience is about resolving problems, building trust, and improving the product—not simply closing as many tickets as possible.

Performance may be evaluated through:

Customer Satisfaction

• Customer satisfaction scores.
• Quality of customer interactions.
• Customer feedback.
• Resolution quality.

Support Efficiency

• First response time.
• Time to resolution.
• First-contact resolution.
• Ticket backlog.
• Escalation effectiveness.

Customer Experience Improvement

• Recurring issues identified.
• Help articles created or improved.
• Reduction in preventable support requests.
• Product feedback communicated to relevant teams.
• Improvements to customer onboarding and self-service.

Collaboration & Reliability

• Accuracy of support documentation.
• Quality of internal communication.
• Follow-through on escalations.
• Compliance with customer privacy and support procedures.

Specific targets will be established based on ClothME's growth stage, available resources, and business priorities.

Who Will Thrive Here

You'll likely enjoy this role if you:

• Genuinely enjoy helping people.
• Stay calm and thoughtful when solving difficult problems.
• Communicate clearly and respectfully.
• Take ownership of customer concerns.
• Are naturally curious and enjoy learning.
• Care about getting details right.
• Enjoy improving processes.
• Can balance speed with quality.
• Work well with technical and nontechnical colleagues.
• Are comfortable in an early-stage company.
• Welcome feedback and continuous improvement.
• Want to contribute to a company with global ambitions.

We're looking for someone who is dependable, empathetic, proactive, and committed to delivering an excellent experience.

Compensation & Benefits

ClothME aims to provide competitive compensation and opportunities for professional development.

Depending on eligibility and finalized company policies, benefits may include:

• Competitive base salary.
• Equity participation for eligible employees.
• Health, dental, and vision benefits.
• Paid time off and company holidays.
• Flexible working arrangements.
• Learning and professional development opportunities.
• Modern work equipment.
• Relocation assistance where applicable.
• Long-term career development opportunities.

Final compensation and benefits will be communicated during recruitment.

Career Growth & Development

This is a founding position with opportunities to grow as ClothME expands.

As our customer base grows, we expect opportunities to emerge across customer support, customer experience, customer operations, quality assurance, training, and international support.

Depending on your interests, performance, and company needs, potential career paths include:

• Senior Customer Experience Specialist
• Customer Experience Lead
• Customer Operations Lead
• Customer Experience Team Lead
• Director of Customer Experience
• VP of Customer Experience
• Chief Customer Officer

These are potential career paths, not guaranteed promotions.

We believe advancement should reflect demonstrated results, leadership ability, collaboration, and the evolving needs of the business.

We want people who join ClothME early to have opportunities to develop professionally and take on greater responsibilities as the company grows.

Interview Process

Our interview process focuses on communication, problem-solving, customer empathy, technical understanding, and practical judgment.

Stage 1 — Initial Conversation

Discuss your background, customer support experience, and interest in ClothME.

Stage 2 — Founder Interview

Meet with the Founder to learn about ClothME's mission, customer experience expectations, and the challenges we're solving.

Stage 3 — Customer Experience Discussion

Walk us through examples of customer issues you've personally resolved and improvements you've helped introduce.

Stage 4 — Practical Customer Scenario

Complete a focused, job-relevant exercise involving a realistic shopper, merchant, or creator support situation. We aim to respect candidates' time and avoid unnecessarily lengthy assignments.

Stage 5 — Collaboration & Values Interview

Discuss your approach to teamwork, customer privacy, communication, and handling difficult situations.

Stage 6 — References & Offer

For shortlisted candidates, complete reference checks and discuss compensation, responsibilities, and next steps.

Why Join ClothME?

At ClothME, you'll have the opportunity to help shape the customer experience of a growing fashion technology company.

You'll work closely with the Founder and collaborate across Product, Engineering, Growth, Merchant Partnerships, and Creator Partnerships.

Your work will help shoppers feel more confident, merchants succeed, and creators participate effectively in our ecosystem.

You'll also help us learn from real customer experiences and continuously improve our platform.

We're building a team that values customer focus, ownership, curiosity, collaboration, and meaningful results.

If you're excited about helping people, solving problems, and contributing to the future of fashion commerce, we'd love to hear from you.

Join us in building a better future for fashion commerce.

Equal Opportunity

ClothME is committed to providing equal employment opportunities.

We welcome qualified applicants from diverse backgrounds and evaluate candidates based on their experience, capabilities, and ability to contribute to our mission.

Reasonable accommodations are available throughout the recruitment process.

How to Apply

Apply through the ClothME Careers page:

https://clothme.io/careers

Please include your resume and, if available, examples of customer support, customer success, or service improvement initiatives you've worked on.

We'd especially love to learn about a difficult customer situation you handled, how you approached it, and what you learned from the experience.