Retail Operations + Customer Experience Associate (Part-Time) at STUDS

New York, New York, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Part TimeJob Type

UnknownVisa

Retail, FashionIndustries

Requirements

1–2 years of experience in retail operations, customer service, or a related support environment
Must be able to work Tuesdays, Wednesdays, and at least one weekend day each week
Availability for up to 29 hours per week, with flexibility to pick up additional shifts as needed
Strong written and verbal communication skills with an emphasis on clarity, tone, and follow-through
Experience using Zendesk or similar customer service platforms preferred
Comfortable with appointment scheduling tools and multi-system navigation
Proven problem-solving skills and a calm, solutions-oriented mindset in a fast-paced environment
Demonstrated ownership, accountability, and professional judgment when representing the Studs brand

Responsibilities

Serve as a central point of contact for studio teams, resolving questions and issues in real time through email, chat, and ticketing systems
Partner with Studio Managers and Field Leadership to troubleshoot operational or scheduling issues (e.g., POS errors, appointment adjustments, system escalations)
Maintain consistent, professional communication with studio teams and customers to ensure quick resolution and accurate information flow
Support service recovery efforts as needed, following up with both customers and studio teams to ensure satisfaction and retention
Deliver exceptional customer support across multiple channels (email, text, chat), meeting or exceeding service-level agreements (SLAs)
Handle appointment, order, and service-related inquiries promptly and accurately
Partner with eCommerce and fulfillment teams to resolve customer order issues and ensure timely resolution
Respond to customer feedback and reviews with empathy and alignment to Studs’ tone and brand standards
Identify and escalate operational trends or recurring issues to Retail Operations leadership
Capture and share insights from customer and field interactions to help improve processes and training materials
Support the continuous improvement of communication templates, knowledge base articles, and internal FAQs

Skills

Customer Service

Issue Resolution

Email Support

Chat Support

Ticketing Systems

POS Systems

Service Recovery

Retail Operations

Communication

Problem-Solving

STUDS

Specializes in ear piercing and earrings

About STUDS

Studs.com focuses on ear piercing and earring stacking, allowing customers to express their personal style. The company offers a variety of earring designs, including Captive Bead Rings and Fixed Bead Rings, which promote faster healing for new piercings. Unlike competitors, Studs.com operates a direct-to-consumer model, providing personalized aftercare advice and educational content to enhance the customer experience. Their goal is to combine fashion with personalized care, catering to a diverse clientele in the ear-piercing market.

New York City, New YorkHeadquarters

2019Year Founded

$22.4MTotal Funding

SERIES_BCompany Stage

Consumer GoodsIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Mental Health Support

Health Savings Account/Flexible Spending Account

Flexible Work Hours

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Sabbatical Leave

Professional Development Budget

Employee Discounts

Pet Insurance

Risks

Increased competition from established jewelry brands could dilute Studs' market share.

The rise of at-home piercing kits threatens Studs' in-store services.

Negative reviews of Mystery Packs could harm Studs' reputation.

Differentiation

Studs offers a unique ear-piercing experience combining art and science.

The company provides educational content for optimal piercing aftercare and longevity.

Studs' earring designs, like Captive Bead Rings, aid in faster healing.

Upsides

Studs is expanding with 10 new store openings planned this year.

Collaborations with brands like Shake Shack enhance visibility and attract new customers.

'Studs on Wheels' reaches new markets, including college campuses and events.

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