Consumer Relations Specialist

Bombi•Providence, RI

1d•Remote

About The Position

We’re looking for a Part-time Consumer Relations Specialist to work East Coast hours who thrives on helping people, communicates with empathy and clarity, and transforms everyday customer interactions into long-lasting loyalty. As the voice of Bombi, you’ll support parents, troubleshoot issues, and ensure every customer feels heard, supported, and part of the Bombi family. This role is ideal for someone thoughtful, detail-oriented, and passionate about creating standout customer experiences at a fast-growing, digitally native brand. You’ll work across multiple communication channels, collaborate with internal teams, and help elevate Bombi’s customer experience as we scale.

Requirements

3–5 years in customer support, consumer relations, e-commerce service, or hospitality (DTC or digitally native brand experience preferred).
Proven ability to manage high-volume inboxes and multi-channel communication (email, chat, social, ticketing).
Exceptional written communication, warm, empathetic, concise, and brand-aligned, even in sensitive or emotionally charged situations.
Strong familiarity with e-commerce workflows, including order management, shipping processes, and returns/exchanges.
Experience using customer service and CRM tools such as Gorgias or Zendesk, Shopify, 3PL dashboards, and Amazon Seller Central.
Ability to interpret customer feedback, identify patterns, and deliver clear, actionable insights.
Strong organizational skills with the ability to manage shifting priorities and thrive in a fast-growing environment.
Comfort working independently in a remote setting with minimal supervision.

Nice To Haves

Prior experience supporting technical or assembly-based consumer products is desired but not required.

Responsibilities

Resolve questions related to orders, shipping, stroller functionality, returns, exchanges, and general product support.
Maintain a warm, clear, brand-aligned tone in every interaction and turn frustrated customers into loyal advocates.
Identify recurring product or experience issues and escalate insights to operations, product, and marketing teams.
Create and update support templates, macros, and help-center content to streamline communication and improve efficiency.
Manage warranty claims and coordinate resolutions with fulfillment partners, 3PL teams, and internal stakeholders.
Monitor customer feedback, track trends, and provide monthly insights to help drive product and service improvements.
Partner with internal teams to ensure smooth operational handoffs and consistent end-to-end customer experiences.