Customer Experience & Sales Support Associate

Customer Experience & Sales Support Associate

Location: Commerce, CA

Reports to: VP of Operations (primary)

Type: Full-Time, Non-Exempt

About Us

Olive Ateliers is a fast-growing, founder-led lifestyle brand entering a pivotal next chapter. What began as a business rooted in sourcing and retailing vintage objects from around the world is now evolving into a design-led home furnishings company, with rapidly expanding proprietary collections produced through a trusted network of global partners. As we grow from a cult-favorite retail concept into a nationally recognized luxury consumer brand, we’re building the operational engine that will power this next exciting phase of growth.

The Opportunity

We’re hiring a Customer Experience & Sales Support Associate to be the frontline of Olive Ateliers’ pre- and post-purchase customer communications. Based at our Commerce warehouse, this role manages day-to-day inquiries through Gorgias, answers product questions, and coordinates the process of reserving and confirming inventory availability for sales teams and customers alike.

This is a hands-on position that connects directly with our sales, operations, and logistics teams. You’ll help shape the brand experience by serving as a frontline product expert, answering customer questions with accuracy and depth, and monitoring customer sentiment on product feedback, quality, packaging, shipping, and delivery, while also partnering with Logistics to refine our shipping partnerships and in-house local delivery fleet. As Olive Ateliers grows, this role will also extend to supporting customer experience on new marketplace channels (e.g., 1stDibs, The Expert), offering a path toward broader ownership of CX strategy and advancement within the team.

This is a full-time, non-exempt role. The position requires availability Monday through Friday, 8:00 am to 4:30 pm. As our business continues to grow, this role may evolve in scope to support new opportunities and organizational needs.

Responsibilities

Customer Communication & Support

• Manage all customer inquiries across current and future channels and inboxes (Chat, Email, Text, Phone, Social Media, and marketplace platforms such as 1stDibs and The Expert)
• Track, prioritize, and resolve tickets and related inquiries within SLA standards.
• Ensure brand voice and service standards are reflected in all touchpoints.

Sales Support & Product Inquiries

• Provide knowledgeable, consultative responses to product inquiries (dimensions, finishes, availability) and order inquiries, ensuring customers and sales teams feel guided and informed.
• Manage the virtual hold and sold process with accuracy, maintaining confidence in our process.
• Leverage Warehouse inventory systems and physical point-of-access to deliver real-time product availability updates, supporting seamless sales and customer experience.

Customer Insights, Product Quality & Delivery Experience

• Serve as the frontline for customer delivery inquiries and monitor feedback around local delivery, White Glove, and freight shipping quality.
• Track and synthesize customer feedback on both product quality and delivery, identifying trends in Gorgias tickets related to delivery delays, damages, product issues, or missed expectations.
• Partner with the Logistics Specialist to refine carrier methods and in-house fleet operations.
• Compile and share monthly reports on delivery satisfaction, surfacing key insights and proactive recommendations for improvement.
• Act as an internal product expert, maintaining deep knowledge of our assortment in order to contextualize feedback and advise both customers and internal teams.

Process Development & Growth

• Build and maintain a comprehensive knowledge base (FAQs, policies, product details).
• Recommend enhancements to Gorgias workflows and automations.
• Collaborate with Sales, Marketing, and Operations teams to align service policies and processes.
• Develop toward a Customer Experience Specialist role with expanded CX strategy ownership, including greater collaboration with leadership on service policies and standards.

Requirements

• 2 years in customer service, retail, or sales support, with a proven ability to deliver exceptional customer experiences.
• Gorgias experience strongly preferred; comfort working in a fast-paced support platform environment.
• Outstanding communication skills with a customer-first mindset, you know how to turn every interaction into a moment of connection.
• Highly organized, proactive, and able to multitask without losing sight of detail or customer care.
• Experience with Shopify required; familiarity with CRM tools a plus.
• A genuine passion for helping people, solving problems, and going the extra mile to ensure customers feel valued and cared for.
• Must be based in Los Angeles and able to work onsite at Commerce.
• Ability to lift up to 30 lbs manually (or with appropriate equipment).

Compensation & Benefits

• Hourly Rate: $23–$28, commensurate with experience and capabilities
• 401k with generous employer match (eligibility and vesting apply)
• $100 Olive Ateliers shopping credit per quarter
• 40% off retail merchandise
• Accrued Sick Leave
• Subsidized health benefits
• A dynamic work environment with long-term growth opportunities