CUSTOMER EXPERIENCE REPRESENTATIVE & MARKETING COMMS SPECIALIST - FASHION LIFESTYLE BRAND — CONSUELA

Location: Austin, TX - Consuela HQ (Hybrid)
Reports To: Customer Experience Manager
Department: Marketing
FLSA: Exempt
At Consuela, we believe every customer interaction is a chance to bring Consuela’s mantra of Make Today Ridiculously Awesome! to life…one person, one moment, one connection at a time.
As a Customer Experience Representative (70% of your time), you’ll be the front line of connection—building trust, solving challenges, and leading with empathy for Consuela customers and prospects. From answering product questions to resolving concerns—or simply adding a spark of joy to someone’s day—you’ll embody the heart and soul of our brand. This role is not about processing “tickets.” It’s about creating community, inviting connection, delivering delight, and treating every conversation as a meaningful reflection of our mantra: Make Today Ridiculously Awesome.
The remaining 30% of your time, as a Marketing Communications Specialist, will focus on special projects within the marketing team—ranging from influencer partnerships and public relations to photo shoot prep and store marketing initiatives. You’ll collaborate closely with the CMO and Marketing Director, gaining hands-on experience and contributing directly to bringing the Consuela Brand Ethos to life.

QUALIFICATIONS

• 1–3 years in a customer-facing role, ideally in retail, fashion, or eCommerce
• Experience using email, chat, and phone tools to serve customers
• Strong written and verbal communication skills, PR experience is a BIG plus.
• Comfort navigating digital tools, CRMs, and internal systems
• Fluency in Spanish is a plus

SKILLS & STRENGTHS

• Empathetic Listener: You genuinely care. You pause, understand, and respond with warmth and clarity
• Clear Communicator: Friendly, concise, and always professional—your messages feel like you, not a script
• Creative Problem Solver: You don’t stop at “I don’t know.” You find the answer, escalate when needed, and close the loop
• Calm Under Pressure: You handle stress, conflict, or high volume with composure and grace
• Detail-Oriented & Accountable: You follow through, follow up, and own your role in the customer experience
• Team-Oriented: You collaborate across departments, ask questions, and pitch in wherever needed
• Resilient & Adaptable: No two days are the same—and that’s exactly how you like it

WHAT YOU’LL DO

• Serve as a primary point of contact for customers via phone, email, text, and chat
• Provide thoughtful, empathetic support across a wide range of topics—from style recommendations, helping to pick out the perfect gift to shipping concerns to product questions, if a customer wants to talk/text/email/chat about it…you’re there for them.
• Collaborate across teams (eCommerce, Marketing, Retail, Warehouse, Product) to resolve customer issues efficiently and effectively
• Coordinate & contribute to marketing projects as assigned…influencer, Public Relations, photo shoot prep, store marketing…never a dull moment.
• Leverage our suite of tools (Zendesk, Gorgias, or similar) to manage communications and track resolutions
• Share insights and patterns from customer interactions to advocate for improvements across the customer journey
• Contribute to a positive, energetic team culture—where customer happiness and teammate support go hand in hand

TRAITS THAT THRIVE IN THIS ROLE

• Brand Stewardship. You treat every customer interaction as a reflection of the brand
• Problem Solver. You find joy in solving problems and turning a tough conversation into a positive outcome
• Team Player. You love being part of a mission-driven team
• Proactive. You don’t need to be micromanaged—you show up and deliver
• High EQ. You’re emotionally intelligent, growth-oriented, and unafraid to ask questions

ROOTED IN THE 7P’S OF OUR EVERGREEN CERTIFICATION, WE ARE A PURPOSE-DRIVEN TEAM WITH THE GRIT AND RESOURCEFULNESS TO BUILD A PRIVATE, PROFITABLE, ENDURING AND MARKET-LEADING BUSINESS THAT MAKES A POSITIVE DENT IN THE UNIVERSE.

Consuela continues to redefine fashion with purpose with a growing omnichannel business spanning e-commerce (ConsuelaStyle.com), wholesale (1,200+ accounts), retail (3 stores), and national department store presence. As the brand evolves, Reed remains committed to creating art, supporting and uplifting women, designing with intention and celebrating life’s journey.