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

• Responsible for the daily management of staff activities to achieve same day processing of all received rebate applications and first call resolution for customer service calls. • Responsible for the daily management of staff customer service adherence goals to support client service levels. • Monitors and assesses customer service calls and provides staff with regular call quality-related feedback. • Coaches staff to daily processing and data entry goals. • Fields customer service calls and handles customer escalations to achieve immediate resolution. • Engages in team building activities to help staff understand, embrace, and achieve key performance indicators. • Provides program specific training for supported programs, including review of policy/procedure training with each representative. • Creates and delivers successful plans to meet and exceed KPI’s. • Tests all customer service databases and processes prior to program launches and changes. • Provides continuous improvement suggestions. • Evaluates current procedures and work with internal teams to implement improvements. • Other duties as assigned.

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat • Capture detailed trip requirements and generate accurate, timely quotations • Proactively follow up on all quotes and leads to drive conversion to booked revenue • Manage customer requests including trip changes, cancellations, and issue resolution • Deliver fast, effective, and professional communication across all customer interactions • Resolve customer issues with a focus on single-contact resolution whenever possible • Maintain accurate records of all customer interactions and opportunities in internal systems • Collaborate with operations teams to align customer needs with service availability • Meet or exceed individual revenue, conversion, and responsiveness targets • Contribute to overall team revenue and customer satisfaction goals

• Manage high volume of incoming queries • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customers through open and interactive communication • Provide accurate, valid and complete information • Meet established team targets • Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution • Accurately track customer interactions to inform data analysis and evaluations • Follow communication procedures and guidelines • Take the extra mile to engage customers • Filter customer queries to appropriate stakeholders and manage follow through and resolution. • Provide coverage for colleagues as necessary.