Customer Experience Associate

About Boston Scally

There is a certain vibe in Boston that starts with its people. Its their sarcasm their underlying rugged personaand the one-of-a-kind culture they all embrace. Knowing that there is no better way to share this with others than in the form of Bostons most culture-defining piece of headwear the scally cap Boston Scally Company was soon established.

We aim to give those not only from Boston the opportunity to own a quality cap or shirt that represents our blue-collar mentality and the culture behind it. If you understand the tough humble and loveable nature of Bostonians then you will understand Boston Scally Company.

The Customer Experience (CX) Associate serves as the voice of Boston Scally Company delivering outstanding service and authentic connection across every customer touchpoint. This role ensures that every interaction reflects the pride grit and camaraderie that define our brand.

What Youll Do

• Providing exceptional service via email chat voice and SMS.

• Manage and resolve daily service tickets with empathy accuracy and follow-through.

• Collaborate with teammates to troubleshoot issues share updates and keep things moving smoothly.

• Process returns and exchanges quickly and correctly through our systems.

• Engage with customers on social media and help turn fans into loyal advocates.

• Track customer feedback and identify opportunities to make their experience even better.

• Stay sharp on our products and culture youll represent us every time you communicate!

What You Bring

• Background in customer experience retail or consumer support.

• A knack for turning tough situations into positive outcomes.

• Strong organization and attention to detail (you dont miss much).

• The ability to multitask and thrive in a fast-paced environment.

• A team player who believes no task is beneath them.

• Familiarity with Shopify Gorgias Klaviyo or Loop is a plus.

Work Environment

• This role is remote so youll need a reliable internet connection and a quiet workspace.

• Some travel may be required for team meetings or company events.

Why Youll Love Working Here

Were a tight-knit team that believes in authenticity loyalty and hard work and we take pride in what we build together. At Boston Scally youll have the freedom to be yourself grow your skills and connect with a community that values character as much as performance.