Customer Experience Specialist

 Calyan is a give-back candle company on a mission to become the top 100% soy candle brand in the United States. Known for our reliable products, “surprise and delight” customer service, and commitment to funding the fight against human trafficking, we have experienced remarkable growth since our founding in 2017. 

We are seeking a highly organized, service-minded, and detail-oriented Customer Experience Specialist to support our retail and wholesale customers through clear communication, problem-solving, and day-to-day customer support operations. This role plays an important part in delivering the thoughtful, responsive service that sets Calyan apart. 

The ideal candidate is a strong communicator who enjoys helping people, pays close attention to detail, and can manage multiple responsibilities with professionalism and care. We are looking for someone who is dependable, adaptable, proactive, and able to work both independently and collaboratively across departments. 

Core Responsibilities: 

• Retail Customer Support  
• Wholesale Account Support  
• Customer Experience & Relationship Management  
• Data Management & Reporting  
• Administrative & Cross-Functional Support 

Duties: 

Retail Customer Support 

• Monitor and respond to retail customer service emails, website messages, support tickets, and phone calls.  
• Resolve customer service issues in a timely, professional, and solution-oriented manner.  
• Process retail returns and replacement orders.  
• Send thank-you notes for qualifying customer orders and VIP customers.  
• Respond to customer reviews on the Calyan website and Faire platform.  
• Serve as a positive, professional, and helpful representative of the Calyan brand through every customer interaction.  

Wholesale Account Support 

• Monitor and respond to wholesale customer emails and phone calls.  
• Support wholesale partners by resolving order, product, and account-related issues.  
• Process wholesale returns and replacements.  
• Assist in maintaining strong relationships with retail and wholesale accounts. 

Data Management & Administrative Support

• Input and maintain KPI and scorecard data for E-commerce and Customer Experience reporting.  
• Create and maintain customer account profiles and CRM records.  
• Maintain and update the store locator on the company website.  
• Assist with customer feedback collection and survey distribution to identify areas for improvement.  
• Assist in preparing for customer tours and on-site visits. 
• Administrative and cross-functional support for Sales & Marketing, as needed

Qualifications: 

• 2+ years of experience in customer service, customer support, account management, administrative support, or a related role preferred.  
• Exceptional written and verbal communication skills.  
• Strong organizational, time management, and multitasking abilities.  
• Strong attention to detail and ability to manage multiple priorities effectively. 
• Ability to remain professional and solution-oriented when handling customer questions or issues. 
• Proactive and self-motivated, with the ability to work independently and take initiative when needed.  
• Preferred experience using platforms such as Shopify, Zendesk, CRM systems, and Microsoft Office/Excel. 

Hours:  

• 40 hours/week  
• Position will begin onsite at our Arlington, TX facility, with potential for hybrid work once established in the role. 

Starting Salary:  

• $48,000 – 72,000  
• Compensation will be based on experience level 

Benefits:  

• Unlimited PTO  
• 10 paid holidays  
• 401K Plan – Available after 3 months   
• Health, Dental, Vision Benefits - 60% company / 40% employee split (available on the first of the month after start date)   
• Profit Sharing Plan 
• Employee discount of 50% and Pay Day Breakfasts 
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