Portland Leather Goods - Customer Experience Agent (Mid-Level)

Customer Experience Agent (Mid-Level)
Full-Time | Remote | Weekend Availability Required

Location Requirement: Candidates must reside in one of the following states:
Oregon, Texas, Washington, Florida, Virginia, South Carolina, Nevada, Illinois, Michigan, Ohio, Colorado, or Georgia.

The Customer Experience Agent is responsible for delivering exceptional, brand-aligned support across email and chat channels. This mid-level role begins with foundational support tickets and progresses to Tier 2–3 case resolution as proficiency and performance standards are demonstrated.

This position is ideal for a service-driven professional who combines empathy with efficiency, thrives in a performance-based environment, and understands how to represent a premium brand voice with clarity and consistency.

Our Customer Experience team leverages AI to support Tier 1 inquiries, allowing agents to focus on meaningful customer interactions, problem-solving, and high-impact cases.

Key Responsibilities

• Respond to customer inquiries via email and live chat with professionalism, accuracy, and warmth.
• Deliver brand-aligned communication that reflects our tone, storytelling style, and commitment to craftsmanship.
• Provide product education, order support, troubleshooting, and resolution for Tier 2–3 customer cases.
• Process returns, exchanges, order updates, and account adjustments accurately.
• Track, escalate, and resolve complex customer concerns in a timely manner.
• Maintain detailed documentation of all interactions in the CRM.
• Meet and maintain performance KPIs related to productivity, quality, and satisfaction.
• Identify recurring customer trends and provide feedback to leadership.
• Collaborate cross-functionally with Operations, Fulfillment, Product, and Marketing to resolve escalated cases.
• Continuously improve product knowledge and service skills.

Performance Expectations

Customer Experience Agents are expected to consistently meet the following standards:

• Productivity: 8 emails per hour (average)
• CSAT: 4.85 or higher
• Quality Assurance (QA): 85% or higher
• First Response Time (Team Goal): 2 hours

Agents begin with foundational case types and earn progression into higher-tier tickets through demonstrated performance, accuracy, and tone consistency.

Qualifications

• 3+ years of experience in eCommerce customer support.
• Experience supporting premium or high-ticket products strongly preferred.
• Strong written communication skills with exceptional grammar and tone control.
• Demonstrated ability to de-escalate conflict and resolve complex issues with professionalism.
• Experience using CRM systems.
• Ability to balance efficiency with thoughtful, brand-forward communication.
• Comfortable working in a KPI-driven environment.
• Self-motivated and disciplined in a fully remote setting.
• Availability for weekend coverage as part schedule.

What Success Looks Like in This Role

• Customers feel heard, valued, and confident in their purchase.
• Responses are efficient without sacrificing warmth or clarity.
• Brand voice remains consistent across all written communication.
• Performance standards are consistently met or exceeded.
• Escalations decrease due to proactive, solution-oriented service.

If you are passionate about delivering high-quality service, thrive in a structured performance environment, and take pride in representing a premium brand through thoughtful written communication, we encourage you to apply.

What we can offer you!

• Comprehensive Health Coverage - Medical, Dental, and Vision Insurance to keep you and your family covered
• 401k with company match - We match up to 4% to help you build your financial future
• Paid time off - We want you to take time to rest, recharge, and show up at your best
• Employee discount - Exclusive savings on our products
• Career Growth Opportunities - A dynamic role with room to learn, grow, and advance your career

About Portland Leather

We have come a long way since the garage days! Portland Leather Goods was established in early 2016 by our founder Curtis Matsko. Before Portland Leather Goods, you couldn’t find a simply designed, affordable bag made from high quality full–grain leather. Even if the aesthetic and the price were right, the leather felt and looked cheap, or worse, it wasn’t even real leather! In order to get a beautiful full grain leather bag, you had to spend a fortune. We’re proud to make a leather bag with classic appeal at a price everyone can feel good about.

At Portland Leather Goods, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected status. We welcome applicants from all backgrounds to join our team.

This position requires the employee to reside in the same state as the assigned retail store location due to operational and compliance requirements.

Portland Leather Goods participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

Check us out at www.portlandleathergoods.com and on Instagram @Portlandleather