About Reparel
At Reparel, we're focused on one thing: helping people get back to doing what they love, whether that is recovering from surgery, staying active, or simply moving without pain.
We design and produce recovery-focused apparel that supports mobility and post-operative healing, used by both individual customers and orthopedic practices.
As demand continues to grow, so does the importance of what happens after the sale, including how we support customers, process orders, and deliver on expectations.
We are a hands-on, team-oriented company based in Chico, CA. Everyone here plays a role in making sure things run smoothly, from answering customer questions to getting orders out the door accurately and on time. No one operates in a silo, and the work you do here has a direct and visible impact.
We are a collaborative team where people support each other and step in where needed.
We value people who take ownership, communicate clearly, and follow through. As we grow, we are building a team that is not just capable, but dependable. We are looking for people who care about doing things the right way and improving as we go.
Several members of our team started in this role and have grown into positions across sales, marketing, and operations. We are looking for someone who wants to contribute now and grow with the company over time.
The Role
As our Customer Experience Specialist, you are the voice of Reparel. Every customer who emails, calls, or asks a question about an order, you are the one they talk to. You own those interactions end-to-end, from first contact through resolution, and you make sure every customer walks away feeling like Reparel cared about them specifically.
You also help us get orders out the door. Most days you move between your desk and our climate-controlled inventory room, answering customer messages, processing returns, picking and packing orders for shipment, and surfacing patterns from customer conversations back to the team. The blend varies day to day. Mondays often lean toward shipping (we get three days of website orders to fulfill), while other days lean toward email and phone work. This is not heavy warehouse labor, it is focused, detail-oriented fulfillment in a clean environment, in between the customer interactions that define our brand.
We are looking for someone who can build real connection in every customer interaction, write an email that sounds like a human wrote it, catch a packing error before it ships, and ask questions when something does not make sense. The fulfillment side we can teach. The communication, judgment, and ownership, we are hiring for.
What You Will Own
- Respond to customer inquiries via email and phone with empathy, accuracy, and ownership. You are the brand voice in every interaction.
- Process and ship sales orders end-to-end for direct-to-consumer customers and wholesale partners. Quality and accuracy matter, these products help people recover.
- Manage returns, exchanges, and credits with clear customer communication and clean handoffs to our accounting team.
- Use AI tools to handle volume thoughtfully, without sacrificing the human feel that makes our brand different.
- Surface customer feedback patterns to marketing, sales, and product. The team relies on you to be the early-warning system for things customers are seeing that we are not.
- Maintain organization in our climate-controlled inventory room - samples vs. stock, accurate counts, clean workflow.
- Collaborate with the team to prioritize the day, protect the brand, and ship work you are proud of.
Who You Are
- A strong communicator, articulate in writing, warm and clear on the phone. People feel heard when they talk to you.
- Detail-oriented to the point of catching things other people miss. You spot the typo, the off-by-one count, the unusual customer pattern.
- Curious - you ask why. You read about your work outside of work. You try new tools because they sound interesting, not because someone told you to.
- Coachable - you take feedback as fuel, not as criticism. You ask for it directly when you are not getting enough.
- Self-directed - you do not wait to be told what to do next. When you see something broken, you fix it or you bring it up.
- Tech-comfortable - you learn new software quickly and you are not intimidated by switching between systems. Bonus if you are already AI-curious.
- Mission-aligned - you care about helping people recover and feel better, not just about a paycheck.
- Honest and direct - you say the hard thing when it needs to be said, kindly. You also say when you are wrong.
Bonus Points
- Experience with modern customer-service, e-commerce, or inventory-management software.
- Background in customer service for an e-commerce brand, healthcare-adjacent company, or athletic/recovery-focused business.
- Bilingual English / Spanish.
- Light warehouse, fulfillment, or retail-ops exposure - you will pick it up fast either way.
What We Offer
- Compensation: $22–26 / hr depending on experience.
- PTO and a product discount.
- A small team where your voice is heard. We lead by example - no one on the team will ask you to do something they would not do themselves.
- A fast-growing company that invests in people who invest in us.
- A modern tech stack and AI tools that help the team work efficiently - and the freedom to bring new tools you think we should be using.
- A mission you can feel good about - every package you ship helps somebody recover from a real injury, surgery, or sport.
How to Apply
Submit your resume plus a short note (a few paragraphs is plenty - no formal cover letter required) answering these three questions:
1. Why does Reparel's mission appeal to you? What about this work resonates?
2. Tell us about a customer interaction you are proud of. What happened, what did you do, and what made it work?
3. What is a tool - AI or otherwise - you have adopted recently outside of work, and why?
Effort and thoughtfulness in your application matter. We read every one.
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
Work Location: In person
