Customer Success Associate

Role Overview & Mission

At Gracie Barra Wear (GB Wear), we serve the global Jiu-Jitsu community by delivering high-quality uniforms, gear, and lifestyle apparel that reflect the values of Gracie Barra. Our mission is Jiu-Jitsu for Everyone, and our Customer Success team plays a vital role in helping us live that mission daily.

The Customer Success Associate provides front-line support for our direct-to-consumer (B2C) customers — handling inquiries, returns, exchanges, and general service communication with clarity, empathy, and professionalism.

Reporting directly to the Customer Success Manager, this role is responsible for creating a seamless post-purchase experience for our online shoppers. You’ll use tools like Gorgias, Shopify, Loops, and ShipHero to support every step of the customer journey — ensuring that every student, parent, or practitioner feels supported and valued.

This position is ideal for someone who is detail-oriented, service-driven, and thrives in a fast-paced, mission-aligned environment.

Key Responsibilities- Customer Communication & Support

Respond to B2C inquiries via email, chat, and ticketing system (Gorgias)

Assist with returns, exchanges, shipping issues, and general product questions

Provide friendly, timely, and brand-aligned communication across all channels

Monitor and manage open tickets to ensure no customer is left behind

Order & Return Processing

Use Shopify, Loops, and ShipHero to process return/exchange requests

Troubleshoot order or delivery issues with fulfillment and warehouse teams

Communicate clearly with customers on order statuses and timelines

Reporting & Collaboration

Track return/exchange trends and report issues or product feedback to the team

Escalate complex customer issues to the Customer Success Manager when needed

Collaborate with marketing and operations to support promotions or seasonal spikes

Participate in team meetings and contribute to continuous improvement efforts

What You’ll Bring

1–2 years of experience in customer service, retail, or e-commerce

Strong written communication skills and a positive, empathetic tone

Comfort using online systems like Shopify, Gorgias, and Google Workspace

Highly organized, accountable, and detail-oriented

A service-first mindset with a passion for helping others

Bonus: Experience with Loops, ShipHero, or knowledge of martial arts culture

Tools You’ll Use

Gorgias · Shopify · Loops · ShipHero · Google Sheets · Monday.com · Slack

Work Expectations

Full-time role based in Mission Viejo, CA

Hybrid schedule with consistent overlap with Pacific Time

Timely, daily communication with the Customer Success Manager

Participation in team check-ins, ticket audits, and performance reviews

What Success Looks Like

Customers receive fast, clear, and helpful responses to every inquiry

Return and exchange processes are handled with efficiency and accuracy

You represent the GB Wear brand voice in every interaction

Issues are resolved proactively — with care and professionalism

You grow in your role, continually developing your skills and impact

Our Core Values

Brotherhood – Be there for each other.

Integrity – Honor our principles, legacy, and commitments.

Development – Constantly progress.

GB Wear considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, status with regard to public assistance, disability, or sexual orientation. All applicants will be considered solely on the basis of their qualifications.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits: