What are the responsibilities and job description for the Customer Experience Associate position at Boston Scally?
About Boston Scally
There is a certain vibe in Boston that starts with its people. It’s their sarcasm, their underlying rugged persona…and the one-of-a-kind culture they all embrace. Knowing that there is no better way to share this with others than in the form of Boston’s most culture-defining piece of headwear, the ’scally’ cap, Boston Scally Company was soon established.
We aim to give those, not only from Boston, the opportunity to own a quality cap or shirt that represents our blue-collar mentality and the culture behind it. If you understand the tough, humble and loveable nature of Bostonians then you will understand Boston Scally Company.
The Customer Experience (CX) Associate serves as the voice of Boston Scally Company, delivering outstanding service and authentic connection across every customer touchpoint. This role ensures that every interaction reflects the pride, grit, and camaraderie that define our brand.
What You’ll Do
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Providing exceptional service via email, chat, voice, and SMS.
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Manage and resolve daily service tickets with empathy, accuracy, and follow-through.
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Collaborate with teammates to troubleshoot issues, share updates, and keep things moving smoothly.
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Process returns and exchanges quickly and correctly through our systems.
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Engage with customers on social media and help turn fans into loyal advocates.
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Track customer feedback and identify opportunities to make their experience even better.
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Stay sharp on our products and culture, you’ll represent us every time you communicate!
What You Bring
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Background in customer experience, retail, or consumer support.
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A knack for turning tough situations into positive outcomes.
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Strong organization and attention to detail (you don’t miss much).
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The ability to multitask and thrive in a fast-paced environment.
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A team player who believes no task is beneath them.
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Familiarity with Shopify, Gorgias, Klaviyo, or Loop is a plus.
Work Environment
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This role is remote so you’ll need a reliable internet connection and a quiet workspace.
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Some travel may be required for team meetings or company events.
Why You’ll Love Working Here
We’re a tight-knit team that believes in authenticity, loyalty, and hard work and we take pride in what we build together. At Boston Scally, you’ll have the freedom to be yourself, grow your skills, and connect with a community that values character as much as performance.