Location
Remote (US Only)
If this role is hired within the New York City metropolitan area, it will require being in our Manhattan office one day per week.
About Us
BNTO is an AI-powered omni-consumption subscription platform that personalizes your fashion experience with an innovative approach to new purchases, rentals, and resales.
Powered by ALMA.AI, our proprietary full-stack vertical AI solution, BNTO rethinks fashion's supply and demand by leveraging real-time inventory data and user behavior to drive smarter decisions—not just around what to offer, but how people can access it and at what price point. By connecting rental, resale, and new purchase options through a unified inventory pool, we dynamically match products with demand in the most efficient and personalized way. This approach allows us to flex inventory across consumption modes, unlock higher profitability, and give consumers ultimate flexibility—all while reducing waste and overproduction.
BNTO is part of ViaVia Corporation, and we are a Series B company in the fashion tech space, backed by industry-leading investors including Headline, Notable Capital, Basis Set Ventures, NEA, the AI Fund, and Exor.
About the Role
We're looking for a thoughtful, detail-oriented Customer Experience (CX) Associate to join our team. In this role, you’ll serve as the front line of our brand – supporting customers across email, social media, and direct messaging channels.
This is not basic customer support. Instead, this role is focused on resolving highly complex customer issues, navigating nuanced situations, and delivering high-quality, empathetic support.
This is a part-time role and approximately 10 to 20 hours per week, with potential for the position to eventually grow into full-time. The typical schedule includes Saturday, Sunday and Monday (at least 4 hours each day). Hours and schedule may vary based on evolve business needs.
Roles & Responsibilities include
- Respond to customer inquiries across email, social media, and DMs in a timely and professional manner. May occasionally include phone.
- Handle complex support tickets, including order issues, billing concerns, product questions, and escalations
- Investigate and resolve customer problems by working cross-functionally with internal teams (e.g., operations, logistics, product)
- Deliver clear, accurate, and empathetic communication tailored to each customer
- Identify patterns in customer feedback and flag recurring issues or opportunities for improvement
- Ability to quickly and effectively address customer tickets in-line with our required support metrics
- Maintain detailed and organized records of customer interactions in our support systems
- Uphold brand voice and tone across all customer touch points
- Contribute to internal documentation, FAQs, and process improvements
Experience & Skills include
- 2+ years experience in a high-touch customer support environment preferred
- Exceptional written communication skills. Must have an immaculate understanding of grammar, punctuation, spelling and tone, in the English language.
- Can meet availability requirements: Ability to work a schedule that may need to flex based on evolving business needs and ability to work at least four (4) hours each day on Saturday, Sunday and Monday, plus some holidays.
- High attention to detail – you pick-up on the subtleties of any message and of any situation, and you preempt future problems or questions.
- Ability to fully understand and navigate the complexities of our products and services, including our own in-house platforms.
- Comfortable handling high-volume queues and complex problem-solving
- Empathetic and customer-first mindset, even in challenging situations
- Can work cross-functionally with peers from different departments to quickly resolve customer issues.
- Ability to speak with customers by phone if needed, and having stellar and empathetic verbal communication.
- You believe that feedback is a gift; you can receive and grow from feedback.
- Nimble, scrappy and adaptable with a high sense of urgency. Can roll with the punches and thrive in a fast-paced, early-stage startup environment, including pitching in to support other persons and teams
- Will consistently cultivate a culture of positivity inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
- Can successfully and responsibly work independently without constant direct supervision
- Proficiency in Google Workspace and Microsoft Office including Excel
- Experience in customer support ticketing systems (e.g., Gorgias) is a plus.
Compensation & Benefits
- Estimated fair pay range is $23.00 to $28.00 per hour, depending on relevant factors such as experience, skill sets, location and final job level.
- 401(k) plan for all employees
