Customer Care Associate

Founded by Vogue’s Alexandra Macon, Over The Moon is the ultimate retail, registry, and editorial platform for creating a life well-lived. What began as the aspirational source for couples getting married has grown into a cult fashion, home, and children’s shopping destination as well as an elevated wedding and baby registry provider. We are entering an exciting new stage of growth and looking to expand our team. 

Over The Moon is looking for an experienced Customer Care Associate who shares our passion for delivering outstanding customer support.

Key Responsibilities

• Customer Support:
• Serve as the primary point of contact for customer inquiries via email, chat and phone.
• Provide thoughtful and timely responses to questions about products, orders, shipping and returns.
• Resolve customer issues efficiently while maintaining a high standard of empathy and professionalism.
• Order Management:
• Assist customers with order placement, modifications, cancellations, and troubleshooting.
• Coordinate with the operations team and our brands to track shipments and ensure timely delivery.
• Work closely with brands to resolve quality and other concerns.
• Registry Assistance:
• Assist customers with the general registry process, from setup, to gift purchase to redemption.
• Collaboration & Feedback:
• Partner with merchandising, marketing and operations teams to share customer feedback and insights that can improve products, policies, and overall experience.
• Identify recurring issues and recommend process improvements to enhance customer satisfaction.

Requirements

• 1-3 years of experience in a customer service or support role, preferably in lifestyle/luxury e-commerce or retail.
• Exceptional communication skills, both written and verbale, with ability to convey empathy and clarity in every interaction.
• Proficient in using customer service platforms (e.g., Zendesk, Gorgias) and e-commerce tools (e.g., Shopify).
• Strong problem-solving skills and a proactive, customer-first mindset.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Passion for lifestyle brands, products, fashion, home goods, and creating memorable customer experiences.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Discount on Over The Moon