Customer Service Associate

Customer Service Associate

Our Mission

ModeSens is an intelligent shopping assistant that enables consumers to compare prices in real-time and find precisely what they’re looking for at the best price, all in one place. Our mission is to help every consumer save time and money on every purchase by providing a seamless, one-stop shopping experience.

Position Overview

We are seeking a Customer Experience & Clienteling Associate to deliver a high-touch, personalized experience for ModeSens Elite members.

This role goes beyond traditional customer service, blending concierge support, product discovery, and clienteling. You’ll act as a trusted advisor to our most engaged users, proactively adding value while collaborating cross-functionally to enhance benefits and elevate the overall experience.

This role reports to the Senior Customer Service Manager and requires strong communication skills, resourcefulness, and a passion for delivering premium, relationship-driven service.

Responsibilities

• Deliver high-touch, personalized support to ModeSens users, with a focus on Elite members
• Assist with product sourcing, order requests, and hard-to-find items across our partner network
• Provide tailored recommendations when relevant, focusing on quality over quantity
• Proactively enhance the experience through thoughtful follow-ups, alerts, and suggestions
• Manage concierge orders end-to-end, including updates, issue resolution, and post-purchase support
• Handle escalations, returns, and complex inquiries with professionalism and ownership
• Collaborate cross-functionally to improve sourcing capabilities and elevate Elite benefits
• Support the development of concierge and clienteling processes
• Maintain accurate records in CRM and order management systems

Requirements 

• 2+ years of experience in customer experience, concierge, retail, or e-commerce environments (fashion or luxury preferred)
• Strong written and verbal communication skills, with the ability to reflect a polished, brand-aligned voice
• Demonstrated ability to manage multiple priorities while maintaining attention to detail
• Resourceful and solution-oriented mindset, with the ability to navigate ambiguity and problem-solve independently
• Comfort working cross-functionally and contributing to new processes or initiatives
• Proficiency with CRM or customer support tools and ability to learn new systems quickly

Preferred Skills

• Experience in luxury retail, personal shopping, styling, or clienteling
• Strong product knowledge and interest in fashion, brands, and trends
• Experience sourcing products or working with external vendors/partners
• Familiarity with tools such as Zendesk, Gorgias, or similar platforms
• Ability to balance customer needs with business goals (conversion, retention, satisfaction)
  

What we offer

• Work from Anywhere (WFA) in the U.S. with our remote-first team
• Medical, Dental, and Vision Insurance for employees working 30+ hours per week  
• 401K 
• Company-wide Virtual Events
• Competitive Pay
• Year-end Achievement Bonus, Merit Increases, and HUGE potential to level up as our company grows!

ModeSens is proud to be an equal-opportunity employer and strives to accommodate qualified individuals with disabilities. We welcome diversity and are committed to cultivating an inclusive environment for all of our team members. Employees must be able to perform the essential functions of the position satisfactorily, and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position with or without prior notice.