In 2009, a vision began forming into a reality. But truth is, we are just getting to our starting gate. 

Based in Denver, CO, there is a Flock of individuals who come to work each day and believe in the same dream. Create a customer experience unlike any other while selling one-of-a-kind boots. Not just by smiling or saying hello as a customer walks through our doors. But instead change it in a way that every customer, who purchases or not, has a unique and special experience. And who can call our customer service, and no matter the situation we are here to help. That each person who orders online will get a handwritten note; making everyone feel like a true individual. 

For us, our twenty Brick and Mortar stores are our home.  Our employees aren’t defined by our company. Instead, our company is defined by our employees. We are lucky to have our stores as a base for our training and it is the best training anyone can get, for every position. 

We officially launched our website, FreebirdStores.com. We do it all right here, in-house. Designing, Buying, Inventory, Store & E-commerce Fulfillment, Warehousing, Store Management, Marketing, Social Media, Graphic Design, Sales Training and so much more. Each day we see how one job relies and leans on the other. We are able to see it all come full circle right before our eyes. Working in a small, privately owned company, each employee is given the opportunity to showcase their self-starter mentalities. No voice is louder than the next, and no idea is shot down. There are endless possibilities to move up, based on your own drive and where you want your career to take you. We are all on the same playing field, equal as one, fighting for the same thing. 

Our employees are dreamers, believers, go-getters, self-starters, determined to change the notion of retail and the customer experience. All while getting to wear some of the most exclusive and stylish boots around.

Industry: Retail
Company Size: 51-200 employees

FREEBIRD STORES, Inc.

Savvy Admin PROD

**Why You'll Love This Role: **

- We’re customer-obsessed – you’ll have the opportunity to create meaningful, memorable experiences for customers who truly love our brand.

- You’ll support customers who value one-of-a-kind, handcrafted boots, and you’ll play a key role in helping them feel confident and excited about their purchase.

- We’re a small, close-knit team, which means your voice matters and your impact is felt every day.

- You’ll work cross-functionally, learn quickly, and help shape how we deliver exceptional customer experiences as we grow.

- If you enjoy taking ownership, problem-solving, and being part of a brand built on craftsmanship and care, you’ll feel right at home here!

**Responsibilities: **

- Deliver personalized, high-touch customer experiences that feel uniquely Freebird and consistently exceed expectations via email, chat, and other support channels.

- Become an expert on our product line – learning every detail to confidently identify, describe, and recommend styles and sizes, helping customers find the perfect pair.

- Support customers through live web chat and email with professionalism, warmth, and efficiency.

- Follow up post-purchase to ensure satisfaction and strengthen long-term relationships.

- Troubleshoot and resolve customer concerns by identifying root issues and coordinating appropriate solutions.

- Communicate cross-functionally with management, marketing, sales, and warehouse teams to ensure seamless order fulfillment and service execution.

- Manage inbound emails and live chat inquiries related to orders, shipping, returns, and general brand questions.

- Manage and resolve shipping-related issues, including FedEx claims and chargeback support.

- Maintain accurate documentation and follow established customer support processes.

- Additional responsibilities may be assigned as needed.

**Requirements: **

- **While this position is remote, training and periodic in-person meetings will be required. **

- **Resides in Colorado and can be available to meet in-person in the Greater Denver Area **

- Strong written communication skills with a customer-first mindset.

- Ability to handle sensitive situations with professionalism and care.

- Organized, detail-oriented, and comfortable managing multiple cases at once.

- Familiarity with Shopify, Google Workspace, Slack, and Gladly is a plus.

- Previous experience in customer service, e-commerce, or retail support preferred.

- A customer-first mindset with a genuine passion for creating exceptional experiences.

- An interest in fashion, styling, and current trends.

**Compensation: ** $24-$28 hourly depending on experience

**Benefits: **Health Insurance, Company Paid Life Insurance, 401k with match, Competitive PTO package

Customer Experience Associate

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