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Relatable (Previously What Do You Meme?) · 13 hours ago

Customer Service & Order Operations Specialist

New York, NY

Full-time

Hybrid

Mid Level

$34/hr - $38/hr

3+ years exp

Relatable, formerly known as What Do You Meme?, is seeking a Customer Service & Order Operations Specialist to enhance customer experience by resolving product and fulfillment issues. The role involves managing complex customer cases, coordinating with various teams, and supporting order execution while maintaining high standards of communication and efficiency.

Casual GamesConsole GamesDigital EntertainmentOutdoors

Responsibilities

Own resolution of high-volume customer tickets across DTC and retail-adjacent channels, including missing items, damaged products, misprints, defective components, and preorder confusion

Triage and resolve complex product issues, including but not limited to: missing or broken components, manufacturing defects, packaging or insert errors, battery or mechanical failures, etc

Coordinate replacement parts and shipments in partnership with Logistics and Warehouse teams

Ensure customers are not unnecessarily redirected to retailers (Amazon, Walmart, Target) in ways that could increase return rates or negatively impact star ratings

Maintain professional, empathetic, and brand-appropriate communication during high-stress customer interactions

Work closely with QA, Supply Chain, and Brand teams to flag recurring issues and provide detailed feedback for root-cause analysis

Act as the second OTC specialist, partnering closely with the Senior OTC Specialist on daily order execution

Support order entry, order validation, changes, cancellations, and customer communication related to orders

Assist with retailer and direct-import customer coordination as needed

Help manage exceptions related to shipping delays, address changes, preorder misunderstandings, and cancellations

Ensure accurate documentation and system updates related to orders, credits, replacements, and returns

Work daily within customer service and order systems (e.g., Gorgias, Netsuite, retailer portals) to ensure tickets and orders are properly routed, tracked, and closed

Help clear and prevent ticket backlogs by ensuring inboxes, queues, and workflows are functioning correctly

Maintain accurate records for customer issues, resolutions, and order adjustments

Follow established SOPs while flagging gaps, inefficiencies, or recurring failure points for improvement

Partner with Logistics, Warehouse, Supply Chain, QA, and Brand to resolve issues quickly and accurately

Escalate systemic or recurring issues with clear documentation and supporting detail

Support internal teams by providing visibility into customer pain points and operational breakdowns

Assist with internal reporting on issue volume, trends, and resolution status as needed

Qualification

Customer service experienceOrder managementNetsuiteGorgiasHigh-volume issue resolutionData entry skillsService-orientedWillingness to learnTask managementCommunicationCollaboration skills

Required

High school diploma or equivalent

3–5+ years of experience in customer service, order management, OTC, or operations support

Strong data entry skills

Experience handling high-volume customer issues, ideally in DTC, retail, or consumer products

Excellent communication skills, including active listening

Strong collaboration skills and willingness to partner cross-functionally

Must be service-oriented and able to resolve issues as they arise

Experience with Netsuite, Gorgias, or similar systems is a strong plus

Strong desire and willingness to learn new software

Skilled to manage different tasks simultaneously

Able to sit for prolonged periods of time while working on a computer

Benefits

Healthcare: Competitive / Best in Class Plans

Vision & Dental: Included

FSA & HSA Options: Pick what suits you (can’t do both)

401K with 3% Match: Eligible after 90 days

Financial Planning & Charity Match

PTO , Paid Holidays, Sick Days, Volunteer time, Summer Fridays

Classpass Membership

Continuous Learning & Dedicated Learning Hours

Remote & Hybrid Work Options

Commuter Benefits

Women In Toys Membership

Parental Leave: After 1 year

Company

Relatable (Previously What Do You Meme?)

Co-founded in 2016 by Ben Kaplan, Elie Ballas, and Elliot Tebele in New York City, Relatable is a modern entertainment and consumer product company, primarily in the Toy & Game space, inspired by pop culture and social media.

Founded in 2016

New York, New York, USA

51-200 employees