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The Gift Of Luxe Lingerie

Ecommerce Customer Experience & Fulfillment

$25k – $45k • No equity
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We are an ecommerce subscription start-up hiring one or two people, full or part time, to be involved in our customer’s experience, fulfillment and support. We want someone who will work hard, but also has a sense of humor and is a pleasure to work with.

The role will be involved with the following.
▪ Own, manage and improve the day-to-day customer service flow. As the first point of contact for customer inquiries, provide an amazing experience for customers while maintaining the Enclosed voice.
▪ Respond to inbound emails from both templates and individualized responses.
▪ Order Fulfillment: Prepare Fedex and USPS shipments. Catch fulfillment errors as they happen and communicate how to prevent/fix. (Your input is not just welcome, but critical to optimizing operations.)
▪ Appropriately escalate unique problems to management.
▪ Feedback: Manage all customer feedback, updates to subscriptions and size/style exchanges, ensuring customer has best experience possible while seeking to minimize return rates and cancellations.
▪ Acting as brand ambassador and upholding customer service values. (below)

Enclosed Customer Service Values
▪ Personal: Provide individualized, concierge-style service
▪ Expert: Maintain & build knowledge base of lingerie brands, sizing and styling
▪ Honest: Own our mistakes, without apologizing for things beyond our control
▪ Efficient: Find efficient solutions for both customer & Enclosed
▪ Professional: Responds to all requests in a professional manner

Person could also be involved with one or more of the following, depending upon skill set and career goals:
1. Operations, Supply Chain, Fulfillment & Inventory: From sourcing packaging and lingerie to developing an ongoing fulfillment optimization, merchandizing to analyzing inventory levels, this touches on all areas of business operations.
2. Marketing & Business Development: Integral to developing our ongoing and season offerings that attract both new customer and engage our thousands of existing customers. This ranges from advertising to email marketing, SEO, PPC and more. Further, taking the lead in partnerships is critical.
3. Analytics: From tracking our email marketing to setting KPIs for our website, having a firm understanding and passion for analytical rigor is critical.

All of the following are characteristics we look for in all our employees.
▪ Candor and honesty in all interactions.
▪ Genuine enthusiasm (dare we say passion?) for working at a start-up.
▪ Start-up/SMB experience valued over big-company experience.
▪ Excellent “energy”
▪ Great attention to detail and well organized.
▪ Willing to work in all areas of the business
▪ Sex-positive, mature and comfortable with lingerie

Full time or part time positions available. Salary, title and role will be commensurate with experience. We have quite a bit of flexibility, therefore please share your constraints/ objectives so we can see if there is a fit.
To be considered for the position please submit your resume as well as a cover letter stating why you think you would be a good fit for Enclosed to info@theenclosed.com. YOU MUST INCLUDE SALARY REQUIREMENTS WITH YOUR COVER LETTER.
Minority/ diverse candidates please apply. This is not just lip service.
Please review the website at TheEnclosed.com.

About Enclosed
Enclosed is a fast-growing woman-owned start up based in San Francisco’s Dogpatch. We need team players who can jump into all aspects of the business and embrace learning-as-we-go. In exchange they will get a massively fun, informative and career-defining experience.

Enclosed is a platform for luxury gift-giving, specifically a high-end lingerie delivery service catering to men who want to give their wives and girlfriends something decidedly different—beautiful lingerie. We are a hybrid subscription-ecommerce platform that has solid traction and even greater potential. Learn more at TheEnclosed.com.

Interest Areas: Ecommerce, Start-ups, Supply chain, Fashion, Merchandising, Customer Experience, Customer support,

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