Consumer Care Representative

Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California, known for its high, profitable growth and loyal customer base. They specialize in a patented washable rug design that disrupts the home décor industry.

Job Summary: Ruggable is hiring a full-time, US-based Consumer Care Representative to serve as the voice of the brand, interacting with North American customers via phone, chat, and email. Ideal candidates have prior customer service experience, a positive attitude, and thrive in fast-paced environments.

What You’ll Do:

• Serve as the frontline voice of Ruggable, delivering excellent customer service via phone, chat, and email.
• Resolve consumer inquiries related to returns, cancellations, exchanges, order status, and product recommendations.
• Act as a product expert, maintaining knowledge of the website, features, stock, and products.
• Escalate problems to management and recommend solutions to improve customer experience.
• Collaborate with teammates, sharing tools and methodologies to enhance team efficiency.

What You’ll Need to Have:

Required:

• Excellent written and verbal communication skills.
• Passion for helping others and finding solutions.
• Ability to resolve inquiries across channels with high empathy and engagement.
• Ability to summarize and escalate issues quickly and concisely.
• Proficency with spreadsheet applications (e.g., Google Sheets, Microsoft Excel).
• Must be a team player.
• Must be a self-starter, multi-tasker, detail-oriented, and responsible.
• Must be based in the US full-time.

Preferred:

• Experience working in omnichannel CPG organizations.
• Familiarity with e-commerce platforms (e.g., Shopify, Zendesk) and industry best practices.