CX Specialist, Part-Time

About the role

We're looking for a part-time Customer Experience Specialist who wants to be a vital part of our success. With a flexible schedule of 15-25 hours per week, you'll help the families who shop with us get fast, thoughtful answers to their product and order questions, and you'll help us spot ways to make the customer experience even better. Our customers are often new parents in the middle of a big life moment. You'll make every conversation feel personal, clear, and trustworthy, and you'll work side by side with the Lalo team to learn our product line inside and out. Part-time hours, full-time impact.

Lalo is a modern family brand designing thoughtfully made products that support families through the earliest stages of life. We are a fast-growing, design-driven company where ideas move quickly and ownership matters. Our work balances creativity with operational rigor to build high-quality products through close collaboration, high standards, and a shared commitment to doing our work well.

What you'll do

• Be the face of Lalo, helping customers and future customers with product, order, shipping, and return questions via email, chat, SMS, and phone
• Make smart judgment calls to resolve issues quickly and create a personalized experience for every customer
• Become an expert in all things Lalo, from our products to how they get into customers' hands across DTC and retail channels
• Work with the CX team to identify trending support needs and recommend process improvements
• Perform regular quality checks on our website experience (working links, correct images, up-to-date language) and flag fixes
• Share customer feedback and insights with our Product, Marketing, and Operations teams
• Use AI tools and help center resources to work efficiently and keep answers consistent

Who you are

• 1+ year of customer support or customer-facing experience
• An empathetic listener and a problem solver. You'll hear from customers about situations you've never considered, and your job is to understand and fix
• An excellent communicator who walks customers through a resolution clearly and sets honest expectations
• A proactive thinker who anticipates what a customer needs before they have to ask
• Comfortable making judgment calls and tailoring solutions when needed
• Tech savvy and nimble. We use a lot of software to support our customers and sales process
• Curious about AI and open to new ways of working
• Dependable and self-directed, able to manage your hours and priorities with minimal oversight
• Someone who cares about delivering great experiences to our customers, your colleagues, and yourself
• Available 10-20 hours per week, with some flexibility during busy seasons and launches
• A strong writer: You can write clearly, warmly, and confidently, with an eye for tone, grammar, and detail.

Nice to have

• Experience in baby, juvenile, or family-focused products
• Familiarity with Gorgias, Shopify, or similar CX and eCommerce tools
• Experience in a DTC or eCommerce support environment

Compensation & benefits

The salary range for this role is , depending on experience and location. We offer the full Lalo benefits package — health, dental, vision, 12 weeks paid parental leave, unlimited PTO, 401(k), and one of every product we make if you have little ones at home.

Lalo is an equal opportunity employer. We're building a team that reflects the families we serve.