Blunt Cases
All Open Roles

Customer Experience · Filled

CX Representative

RemoteFull-time
This role has been filled as of Aug 31, 2026. We keep it posted so you can see the kind of people we hire. See the open roles.

About Blunt Cases

Blunt Cases is a fast-growing fashion and lifestyle accessories brand built around one idea: creating products that make her feel seen. We started with phone cases, but we're building something much bigger. Blunt sits at the intersection of fashion, accessories, culture, and self-expression, and we're rapidly expanding across new products, channels, and experiences.

Mission

Every customer answered fast, right, and kindly. The inbox is the brand's voice after checkout.

What They Own

  • Ticket resolution: the Gorgias inbox end to end: where's-my-order, returns and exchanges, product questions, order edits.
  • Macros and policy: responses follow approved macros and policies; edge cases are escalated to the Customer Operations Manager rather than improvised.
  • Reships and refunds: processed per policy and logged correctly.
  • Signal spotting: repeat issues (a defect, a carrier problem, a confusing product page) flagged upward as they emerge.

How We Measure It

  • First response time under 12 hours, median
  • Resolution under 24 hours on tickets not blocked by a vendor
  • CSAT of 4.7 out of 5 or better
  • 95% or better policy and macro adherence on the weekly QA sample

Cadence

  • Daily: inbox worked to zero or handed off cleanly
  • Weekly: queue review with the Customer Operations Manager
  • Every launch: offer macros ready before the send goes out

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