Job Description

Job Title: Customer Service Coordinator
Location: Nashville, TN (Hybrid or Remote Optional)
Reports To: Brand Director
Employment Type: Part-Time

Compensation : $28/hour

About Ranger Station:
Ranger Station is a modern fragrance house based in Nashville, TN, known for crafting clean, sustainable, and story-driven scent products—from candles poured into reusable cocktail glasses to fine fragrance, personal care, and beyond. We believe in designing elevated everyday moments and delivering exceptional experiences across every customer touchpoint.

Position Overview:
We’re looking for an experienced and solution-oriented Customer Service Coordinator to own and elevate the customer experience across all digital channels. From responding to customers via email, chat, Gorgias, and social media DMs, to supporting in-store inquiries and occasional wholesale questions, this role is the frontline voice of Ranger Station. You’ll not only serve our customers directly, but also help shape our overall CX strategy and improve internal workflows, reporting directly to the Brand Director.

Responsibilities:

• Manage all customer communication across ecommerce channels including email, live chat, Gorgias, and chatbot platforms.
• Respond to customer inquiries via social media channels (Instagram, Facebook, TikTok DMs and comments).
• Provide support to owned retail locations for customer service needs and act as liaison for resolving escalated issues.
• Monitor, manage, and improve response times and customer satisfaction across all CX channels.
• Collaborate cross-functionally with fulfillment, product, marketing, and retail teams to resolve customer concerns and track common issues.
• Assist with responding to wholesale inquiries via email or DM as a backup to the wholesale team.
• Analyze support trends and propose solutions to reduce ticket volume and improve the customer journey.
• Recommend and implement improvements to tools, automation, macros, and processes to create a seamless and efficient support experience.
• Maintain a deep understanding of our products, policies, and brand voice to ensure consistent and helpful responses.
• Track and report on KPIs related to customer service, identifying opportunities to enhance the overall brand experience.
  
   

Qualifications:

• 2+ years of experience in a customer service or customer experience role, preferably in ecommerce or retail.
• Proficiency in Gorgias, Shopify, and major social media platforms.
• Experience working with chatbots or automated customer service tools a plus.
• Strong written communication skills with a customer-first, brand-aligned tone.
• Comfortable taking ownership of the customer service strategy and proactively solving issues.
• Highly organized, detail-oriented, and able to multitask in a fast-paced environment.
• Ability to collaborate and communicate effectively across teams.
  
   

Nice to Have:

• Experience in lifestyle, fragrance, or CPG brand
• Familiarity with ecommerce operations or retail support systems
• Understanding of post-purchase logistics like returns, exchanges, or delivery troubleshooting

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