What are the responsibilities and job description for the Customer Experience Specialist position at Old Gringo Boots?
About the Role
Old Gringo is looking for a highly organized, resourceful, and proactive Customer Experience Specialist to own the customer experience for our growing eCommerce business.
As a premium footwear brand, we believe our customer experience should reflect the same quality, attention to detail, and care that goes into our products. This person will serve as a primary point of contact for our online customers, taking ownership of everything from product and sizing questions to orders, shipping, returns, exchanges, and more complex customer concerns.
We're looking for a high performer who takes initiative, dives in, finds answers, and follows through. This is a fast-moving, growing company, so the right person will be flexible, adaptable, solution-oriented, and able to pivot as priorities change—without losing sight of the customer or the details.
What You'll Own
- Day-to-day customer communication for our eCommerce business, providing thoughtful, polished, and responsive service consistent with a premium brand.
- Customer questions related to products, sizing and fit, orders, availability, shipping, delivery, returns, exchanges, and refunds.
- The eCommerce returns and exchanges process from beginning to end.
- Researching and resolving customer issues independently and following through until they are fully resolved.
- Coordinating with our warehouse, eCommerce, accounting, retail, and other teams to solve customer needs.
- Maintaining organized and accurate records while ensuring nothing falls through the cracks.
- Identifying recurring customer issues and opportunities to improve processes and the overall customer experience.
- Developing strong knowledge of Old Gringo products, craftsmanship, fit, and brand story to confidently guide customers.
- Pivoting as priorities and business needs change and jumping in where needed to help keep things moving.
What We're Looking For
- Exceptional written and verbal communication skills
- Extremely organized with strong attention to detail and follow-through
- A solution-oriented problem solver who is resourceful and comfortable finding answers independently
- Proactive and self-directed—you recognize what needs to be done and take action
- Flexible and adaptable, with the ability to pivot quickly as priorities change
- Strong judgment and the confidence to make decisions within your area of responsibility
- Able to manage multiple priorities while remaining organized and responsive
- A strong understanding of what exceptional service looks like for a premium customer
- Collaborative, dependable, and willing to jump in when the business needs it
Experience with eCommerce customer service, Shopify, returns platforms, shipping systems, or similar tools is preferred. Initiative, organization, communication skills, resourcefulness, and the ability to learn quickly are equally important.
Work Environment
This is a full-time, in-office position in Fort Worth, Texas. There may be an opportunity for a hybrid schedule over time based on performance, demonstrated independence, and the needs of the business.
About Old Gringo
Old Gringo is a premium, design-driven boot brand known for distinctive craftsmanship and one-of-a-kind boots. This role is an opportunity to take real ownership of an important part of our growing business and help shape how we serve our customers.
We're looking for someone who wants to own their role, solve problems, raise the bar, and become someone both our customers and our team can count on.
Pay: $25.00 - $27.00 per hour
Expected hours: 40.0 per week
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Application Question(s):
- Please write a brief response to this customer as if you were representing Old Gringo:
“I returned my boots two weeks ago and haven't received my refund or heard from anyone. I've emailed twice already. This is really frustrating.”
- This role requires managing customer emails, returns, refunds, shipping issues, and follow-ups simultaneously. How do you personally keep track of multiple open items and make sure nothing falls through the cracks?
- Tell us briefly about your experience supporting customers in an eCommerce, retail, premium/luxury brand, or similar customer-facing environment.
Experience:
- Customer service: 2 years (Preferred)
Work Location: In person
Salary : $25 - $27