Customer Care Specialist

Employee Mission

As an employee at Coolibar, you will play a vital role in advancing our mission: to keep the world safe from sun damage, protecting those with sun-related medical conditions and helping prevent it for everyone else.

At Coolibar, we don’t just make sun-protective clothing — we help people live, work, and play safely under the sun. Our purpose guides every product we design and every interaction we have.

When you join our team, you become part of a company that’s committed to making a meaningful impact — one conversation and one customer at a time.

Job Summary

The Customer Care Specialist (CCS) plays an important role as the “voice” of customer care. In this position, the CCS will provide high quality care and support to our customers via phone, chat, email, and through our website. They will share knowledge of Coolibar’s technically elegant products and communicate about the Levels of Coverage to increase customer satisfaction and sales. This position reports to the Customer Care Director.

Duties and Responsibilities Duties and responsibilities include but are not limited to the following:

• Be the voice of Coolibar. Provide friendly, accurate, and timely assistance across phone, chat, and email.
• Solve problems with care. Handle questions about products, orders, or returns — always turning challenges into great experiences.
• Share your expertise. Learn our technically elegant products inside and out, so you can make thoughtful, confident recommendations.
• Stay organized. Keep detailed, accurate records of interactions and customer feedback.
• Collaborate. Work with our internal teams to share insights that make Coolibar even better.
• Think about improvement. Help shape processes and ideas that enhance customer experience.
• Make connections. Support teammates, share best practices, and create a positive environment that feels like family.
• Uphold standards. Follow Coolibar policies while maintaining professionalism, empathy, and integrity in every interaction.
• Collaboration. Communicate with other departments to relay customer concerns, comments, trends, or recurring issues for continuous improvement.
• Training and Support. Assist in training new team members, sharing best practices, and providing ongoing support to colleagues.

These responsibilities can vary based on the specific company's needs and the nature of the customer care specialist role.

Qualifications

• 1+ years of customer service or sales experience
• Experience working in apparel retail desired
• Exceptional phone presentation and communication skills
• Excellent interpersonal, oral, and written communication skills
• Must be very detail oriented, organized and have excellent problem-solving skills
• Knowledge of Word, Excel, and Microsoft Outlook a must.
• Comfort in working in many different systems a plus
• Excitement for Coolibar’s mission and belief in sun protection that changes lives
• A genuine passion for helping people and creating meaningful experiences
• Self-driven and proactive, with strong problem-solving and strategic thinking skills
• A “go the extra mile” attitude — someone who takes ownership and finds joy in doing things right

Customer Care hours are 8:00am - 7:00pm Monday - Friday

Variable schedule based on business needs with ability to work some weekend hours as necessary.

On-site Monday-Friday

Remote weekends as needed

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person