About Cotton Cuts
Cotton Cuts is a fast-growing, woman-owned ecommerce subscription company based in Chesterfield, MO, delivering quilting inspiration to our members every month. We are service first, product second — and our Member Care team lives that philosophy every day.
The Role
We're looking for a Member Care Specialist to be the go-to problem solver for our most complex member issues. You'll work alongside our virtual Member Care team member, picking up escalations they can't resolve on the front line, and you'll partner directly with our Production and Marketing teams to get to the root of an issue and make it right — not just for one member, but for every member after them.
What You'll Do
- Serve as the escalation point for complex member issues that go beyond first-line resolution, working in tandem with our virtual Member Care team member to triage and resolve.
- Professionally, patiently, and diligently work with members to resolve questions, comments, and concerns — we live, eat, and breathe “making it right.”
- Partner with the Production team to investigate and resolve issues tied to fulfillment, fabric, or shipment quality.
- Partner with the Marketing team to flag member feedback trends and resolve issues stemming from promotions, campaigns, or the website experience.
- Maintain accurate, clear account and case notes for the production and virtual care team, ensuring consistency and continuity across every touchpoint.
- Identify patterns in complex or recurring issues and recommend process, system, or policy improvements to prevent them from happening again.
- Make recommendations for improvements to systems and software (automated responses, filtering, segmentation) to help streamline our processes.
- Other duties as they arise — we're growing fast, and so are our needs!
Qualifications
- Willingness to learn and contribute to the growth of a woman-owned ecommerce business.
- Experience handling escalated or complex customer service issues, ideally in ecommerce or subscription services.
- Comfortable coordinating across teams (production, marketing) to fully resolve an issue — not just address the symptom.
- High attention to detail and care in delivering a branded member experience.
- Proven time management skills and the flexibility to take on new initiatives and improvement efforts.
- Ability to sustain high levels of performance in a constantly changing, fast-paced environment.
- Experience with customer service and CRM software (Zendesk, Mailchimp) is a plus — training provided for the right candidate.
The Details
This is a part-time role (15–20 hours/week) with a hybrid arrangement — a mix of onsite time at our Chesterfield HQ and remote flexibility. Hours can flex based upon deliverables. No two days are ever the same for us.
Job Type: Part-time
Pay: $17.00 - $20.00 per hour
Work Location: In person
