Job Description: Customer Experience Associate

Employment Type: Part-Time Location Type: Remote Salary: $16/hr (MA, CO, OR, TX, IL, AZ, VA, FL) / $14.50/hr (TN, KS)

---

About Us:

Rent the Runway (RTR) is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel and accessories from hundreds of brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

---

About the Team:

The Customer Experience team lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, shipping virtuosos, and even fashion therapists. Customer Experience is truly the heart of our business and has a major impact on our continued success. You will be working on a great team with supportive team leaders.

---

About the Job:

As Customer Experience Associates (CXAs) at RTR, you'll ensure every customer enjoys the Cinderella Experience synonymous with our brand. Serving as subject matter experts, CXAs deliver empathetic, detail-oriented solutions across all potential channels: social media, live chat, email, phones, and SMS. Our agents understand the passion for resilience, flexibility, multitasking, and knowledge of RTR’s policies. In our highly fast-paced environment, meeting productivity and quality metric goals aligned in our CX work guidelines are vital.

With part-time hours at 20 per week, our CXA’s are expected to flex between 15-29 hours per week based on seasonal business demands. CX Agents adapt seamlessly, ready to fulfill various roles or shift focus with little notice.

---

Training:

New hires embark on a comprehensive 4-week virtual training, Monday-Friday 9:30 am - 4 pm EST. This rigorous program covers orientation, CX interaction preparation, real-time live chat and email experience, and culminates in a knowledge assessment ensuring readiness for production.

All new hires MUST attend our 4-week virtual training, Monday-Friday 9:30 am - 4 pm EST beginning on May 19, 2025. You will go through orientation and a robust training period to prepare you for CX interactions. Upon completion of this period, you will be required to pass an assessment that will test knowledge gained during training. You will begin your part-time shift after the training period is complete.

---

Available Shift Times:

• Monday-Friday: 9 am - 1 pm EST
• Wednesday-Saturday: Wednesday-Friday 2 pm - 7 pm EST; Saturday 1 pm - 6 pm EST
• Sunday-Wednesday: Sunday (1 pm - 6 pm) + Monday-Wednesday (2 pm - 7 pm)

---

Location Requirements:

This is a remote role. Candidates must reside as permanent residents in one of the following states (international remote work is prohibited):

• Massachusetts
• Colorado
• Oregon
• Texas
• Illinois
• Arizona
• Florida
• Virginia
• Tennessee
• Kansas

---

What You'll Do:

• Deliver exceptional service and cultivate positive lifetime relationships with customers across all Rent the Runway communication channels—phone, email, live chat, social media, and SMS.
• In order for RTR to thrive and meet business needs... (content truncated)