Soft Services

Role Description Soft Services is seeking a Part-Time Customer Experience & Social Community Associate to deliver exceptional support and foster meaningful connections with our customers—both in direct support channels and across social platforms where our community lives. This role requires a strong understanding of the Soft Services brand, voice, and mission, ensuring every interaction reflects our values while helping to elevate the customer experience and grow authentic engagement. You’ll be the voice of Soft Services in customer inboxes and in the comment sections, DMs, and community threads where our customers are already talking. This is a role for someone who genuinely loves skincare, loves people, and understands how to show up for a brand in a way that feels human, not scripted. On-call availability is required during major promotional periods (e.g., Black Friday week, Christmas week, our annual Anniversary sale). Qualifications - 2+ years of customer service experience, ideally in DTC or beauty/skincare - Genuine familiarity with Instagram, TikTok, and Reddit as platforms - Excellent written communication skills with a clear, courteous tone - Comfort and confidence engaging in public-facing social environments on behalf of a brand - Exceptional attention to detail, pattern recognition, and organizational skills - Ability to work autonomously and collaboratively in a fast-moving remote environment - Knowledge of and genuine interest in skincare - Familiarity with the Soft Services brand, voice, and mission - Experience with Shopify and Gorgias is a plus Requirements - Respond promptly to customer inquiries across all support channels - Handle refunds and replacements, conducting follow-ups whenever product inspections are needed - Coordinate closely with the Warehouse and Operations teams - Monitor, analyze, and escalate customer feedback, complaints, and trends - Collaborate with Marketing on customer engagement initiatives - Support the Marketing and Product Development teams on Body Project - Report weekly and monthly metrics to the Operations and Growth teams - Monitor and respond to comments and DMs on Instagram and TikTok daily - Proactively engage with customers and community members - Identify and flag high-value UGC, feedback, and community moments - Engage on Reddit on behalf of the brand - Track social sentiment trends and surface recurring themes or concerns - Maintain a consistent, on-brand voice across all social touchpoints Benefits - Pay Range: $20–$30/hour depending on experience - $500 annual gift card for softservices.com