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DTC Customer Experience Representative at Hyer Boots. . Location: Remote. Title:. DTC Customer Experience Representative. Department: . Customer Experience. Reports To. : Head of Customer Experience. Location. : Remote. Employment Type. : Full-Time. . Overview. . HYER is a . fast-growing and fast-paced team. dedicated to delivering exceptional products and experiences that embody the values of quality, authenticity, and the western way of life. The . Customer Experience Representative. serves as the first point of contact for customers and retail partners, providing outstanding service and support across all touchpoints. This role plays a key part in managing communication related to . orders, cancellations, returns, and warranty claims. , ensuring every interaction is handled with professionalism, empathy, and accuracy while contributing directly to . driving the HYER customer experience and enhancing overall customer satisfaction. .. . Key Responsibilities. . Customer Communication & Support. . . . Respond promptly and professionally to customer inquiries via phone, email, and chat.. . . . Provide clear information on products, orders, shipping status, and company policies.. . . . Support customers with order placements, tracking, cancellations, and returns, following established SOPs.. . . . Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution.. . . . Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values.. . . . Ticket & Queue Management. . . Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases.. . Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims).. . Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.. . . Qualifications. . . 1–2 years of experience in Customer Experience or eCommerce support.. . Shopify experience required. — ability to navigate orders, process returns, and issue refunds within the platform.. . Experience with . CX ticketing systems. (e.g., Kustomer, Zendesk, or Gorgias).. . Strong written and verbal communication skills; capable of handling high-volume customer communication with clarity and empathy.. . Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.. . Familiarity with western apparel, boots, or lifestyle brands is a plus.