Customer Service Coordinator

Who We Are

Naadam is redefining luxury by delivering the world's finest cashmere at an accessible price. Founded in 2013, with a vision to bring premium, sustainably made cashmere to the everyday wardrobe, we've built a brand that values innovation, transparency, and connection with our customers.

At Naadam, we are dedicated to pushing limits, nailing the details, and delivering products that are built to last. We pride ourselves on combining quality, craftsmanship, and modern design to create timeless, versatile pieces that are soft AF!

We currently support three brands and are focused on continuing to grow and expand our team and partners!

Job Summary

Naadam is seeking a driven, resourceful, and detail-oriented Customer Service Operations Coordinator to play a critical role in elevating our customers’ overall experience! In this role, you will partner with our warehouse and corporate teams to ensure all customer needs are met and challenges are handled with speed and precision. Under the supervision of the Senior Customer Care agent, you’ll analyze customer interactions, identify key trends, and drive meaningful change. If you are passionate about managing customer-facing interactions, collaborating with cross-functional teams, and uncovering opportunities with data, we’d love to hear from you!

This role is remote and is required to be on-site in accordance with company policy.

Job Responsibilities:

• Partner with Caltastic to handle ticket escalations and ensure all systems — WMS, NetSuite, and Shopify – are aligned as needed
• Ensure Caltastic Agents are meeting all service levels
• Support Senior Customer Service Agent with feedback to Caltastic agents
• Partner with Senior Customer Service Agent to ensure weekly and monthly email and chat meet company standards
• Act as the liaison between Customer and Warehouse Operations to resolve customer-related issues, ensure process alignment, and improve operational efficiency
• Be the primary point of contact to the warehouse/operations team for returns management and oversold customer management
• Engage with AI Agent to ensure proper responses and that tickets are adequately handled
• Manage, create, and distribute weekly and monthly reports on key metrics related to customer service performance and operations
• Own ad hoc projects and attend necessary meetings

Qualifications/Skills:

• Strong organizational skills and attention to detail
• Proven track record of managing Customer Service teams through the use of data. Must be able to use excel and root cause analysis
• Strong communication and interpersonal skills to work effectively with a cross-functional team
• Problem-solving mindset with the ability to think critically and provide creative solutions to customer issues
• Comfortable in a start-up environment and able to manage multiple priorities in a fast-paced environment

Education, Experience, and Licensing Requirements:

• 1+ years experience in a customer-facing role in a call center or customer service center in retail or hospitality
• Experience with Zendesk is preferred
• A basic familiarity with customer service fraud prevention practices, and understand the importance of discretion with customer information
• Proficient in various software programs and customer service platforms (Microsoft Suite, Gmail, Google Docs, etc.)
• Ability to work on a computer for extended periods of time
• Can reliably meet a flexible work schedule, including weekends based on business needs

Work Hours & Benefits:

• Monday - Friday; Some weekend work required
• 401k Plan with employer match
• Medical and Dental Benefits
• Paid Time Off: 15 Vacation Days; 5 Personal Days; 5 Sick Days