Job Description

Customer Success Associate, Tier 1

The Customer Success Associate, Tier 1 is responsible for delivering frontline support by addressing straightforward customer inquiries and resolving common issues efficiently. This role requires clear communication, attention to detail and a strong customer-first mindset.

Reporting to the Customer Success Supervisor, you will communicate with new and potential customers, help guide customers through the shopping experience, answer order questions and support the team to build a successful brand.

Expected hours for the role are one of the following shifts: Friday, Saturday, Sunday 9am-5pm EST. Friday, Saturday, Sunday 2pm-10pm EST. Saturday, Sunday, Monday 9am-5pm EST. Hours are subject to change depending on the needs of the business.

Role Responsibilities

• Respond to customer inquiries via chat or email
• Provide accurate information on services and policies
• Resolve routine issues such as subscription status updates, refund requests and billing inquiries
• Escalate complex cases to higher-level support when necessary
• Follow clear guidance given by the leadership team when appeasing customers
• Empathetic to customers' needs but understanding of the business' bottom line
• Collect and share feedback to external teams to ensure the needs of the customers are being met

Role Qualifications

• Experience in customer service or related role

Demonstrate a passion for and understanding of the URBN brands, customers and product.

• Must have access to consistently stable internet connection.

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit

Pay Range

USD $15.00 - USD $15.00 /Hr.

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.

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