Jetty eCommerce Customer Experience Manager West Creek, NJ · Full time

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Jetty is the coastal brand with a conscience. We pride ourselves in company culture, professionalism and customer service. Jetty is an East Coast-based lifestyle apparel brand rooted in surf and the outdoors. We also operate our own design and screen printing division (Jetty Ink) and channel all of our charitable giving via our own nonprofit (Jetty Rock Foundation). We aim to hire highly motivated, positive, thrill-seeking individuals who share our passion for water and adventure. Draw Your Own Line. Our mission is to create kinship and community through our shared passion for water. Whether we are diving through it, surfing on it, or pulling fish from it, water is in our DNA. We even print our shirts using water-based inks on the coast of New Jersey.

About Jetty: It all started in 2003 with five friends on a strike mission to the mountains - inspiration and enthusiasm plus $200 a piece in a hat. It was created from a shared love of surfing, fishing, art, travel, and music. We wanted to draw our own line – and it’s a good thing too, because coming from New Jersey, there was certainly no line to follow.

Now in our 20th year of business, Jetty continues to offer eco-minded, durable apparel that embodies the fickle conditions of northeast surf and encourages outdoor adventure despite the weather. As a B-Corp Certified company, we prioritize reducing waste, creating premium products, and supporting coastal communities through our nonprofit, the Jetty Rock Foundation, which has donated millions of dollars to clean water initiatives and disaster relief efforts for over a decade. Supporting Jetty strengthens our commitment to protecting our oceans, waterways, and the communities that rely on them

 

Job Title: E-Comm Customer Experience Manager

 

Division(s): Jetty Brand

 

About the Role:

 

Join our team as a Customer Experience Manager. This is a fast-paced role assisting in the everyday logistics of apparel at our warehouse facility in West Creek, New Jersey. We’re looking for someone who is a quick learner and thrives in our dynamic and energetic environment. This is a manager-level position with on-the-job training.

 

Qualifications:

·        Customer service mindset (experience a plus).

·        Bring good energy and a strong work ethic.

·        Detail-oriented and organized.

·        Flexible schedule - nights, weekends, events.

·        Able to lift 30+ lbs.

·        Team player who’s stoked on community.

 

Details:

●     Full-Time

●     Required 5 days at our Distribution Center (West Creek, NJ)

●     Weekend and evening availability

●     Reporting to the Director of Jetty Retail

 

Core Responsibilities:

·        Lead all customer service operations across email, chat, and phone, ensuring timely, thoughtful, on-brand responses.

·        Own the end-to-end customer journey from order placement through delivery, exchanges, and resolutions.

·        Manage order creation, edits, cancellations, refunds, and approvals within Shopify and related systems.

·        Serve as the primary escalation point for customer issues, chargebacks, and shipping discrepancies.

·        Oversee discount codes, promotions, and customer credits to ensure accuracy and consistency.

·        Monitor fulfillment performance and collaborate with warehouse teams to resolve order or inventory issues.

·        Track customer feedback and identify trends to recommend improvements and CX enhancements.

·        Ensure all customer interactions align with brand voice, values, and community standards.

·        Generate regular reports on customer satisfaction, response times, returns, and common issues.

·        Continuously evaluate tools, workflows, and automation opportunities to improve efficiency and scalability.