Customer Service Representative

Your mission

Your mission is to deliver proactive, solution-oriented service that goes beyond traditional support, contributing directly to a seamless and satisfying customer journey.

As a key link between customers, production, and internal teams, this role is responsible for driving operational excellence by managing inquiries efficiently, resolving issues before they escalate, and actively identifying areas for process improvement. With a strong focus on the principles of Customer Success, the role is designed to continuously improve the customer experience through data-driven feedback and close collaboration with cross-functional teams.

Ultimately, the Customer Service Representative plays a critical role in establishing our service culture at our new site, one that is responsive, process-oriented, and relentlessly customer-focused.

Key responsibilities:

• Proactively manage and resolve customer inquiries across various channels
• Support continuous improvement of service processes and workflows
• Help optimize AI-driven customer service flows with structured feedback
• Maintain accurate customer and order data in internal systems
• Participate in cross-functional meetings to align on customer needs
• Act as the local customer service stakeholder at the production site
• Contribute to projects focused on improving the customer journey
• Take part in regular product and service training sessions

Your profile

• Empathetic, customer-oriented mindset with a proactive attitude
• Previous experience in customer service or client-facing roles is a plus
• Native-level English proficiency; strong written and verbal communication skills
• Ability to navigate and resolve complex inquiries with professionalism
• Solid understanding of service processes and workflows
• Comfortable working in a fast-paced, production-related Environment
• Experience in an e-commerce environment is advantageous
• Strong organizational skills and attention to detail
• Confident using CRM systems, ticketing tools, and basic office software (e.g. Google Workspace, MS Office)
• Open to change and motivated to improve customer experience through innovation and feedback
• Based in Austin or surroundings

Why us?

What We Offer:

• The opportunity to shape the future of digital branding in a disruptive industry.
• A dynamic and innovative work environment within a pioneering company.
• Work directly with the Head of HR to shape a growing people function
• Be part of building a people-first culture and systems from day one
• A creative workspace in Austin.

Join Us
We are an innovative startup at the forefront of 3D-printed shoe technology, and we’re looking for passionate engineers to join our dynamic team. In this key role, you’ll have the opportunity to directly influence the future of how shoes are designed and produced, making your mark on an exciting and rapidly growing industry.

Team and Work-Life
At our company, you’ll work with a diverse and multidisciplinary team of engineers, designers, and innovators who share a common goal: to revolutionize the footwear industry. We value humility, teamwork, and pushing boundaries. With a flat hierarchy, your voice will always be heard, and you’ll have the chance to collaborate across the team—including with leadership.

Diversity
We celebrate diversity and are committed to creating an inclusive culture. Your background, age, race, gender, or beliefs don’t matter to us—what counts is your passion and the value you bring to the team.

About us

Zellerfeld is revolutionizing the footwear industry with the world’s first 3D-printing technology for fully customizable shoes. Our goal is simple: printed shoes on every foot. We’re a passionate team of engineers, designers, and innovators, questioning the status quo and disrupting traditional manufacturing processes. Backed by founders, influencers, and celebrities who believe in our vision, we’re committed to making a lasting, positive impact—not just on the footwear industry, but on the world.