Position Type: Full-time hourly – 32 hours per week over 4 days

Compensation: $20–$23 per hour (DOE), equivalent to approximately $37k–$42k annually based on a 32-hour workweek

Location: Queens, NYC (in-person office)

A note on the role: We are looking for a dedicated and ambitious individual to join us in this full-time position to grow within our team. We are excited to invest in someone eager to grow with us long-term.

Is Your Superpower Warmth, Empathy, and Attention to Detail?

At Senbird Tea, every customer interaction is an opportunity to share warmth, care, and the quiet joy of Japanese tea. We’re not just looking for someone to answer messages—we’re searching for a key member of our community: a warm, thoughtful, and detail-oriented coordinator whose genuine kindness shines through in every phone call, email, and chat, leaving customers feeling seen, valued, and connected.

This role is at the heart of our customer relationships and the processes that power them. You’ll respond with empathy and attentiveness across DTC and wholesale channels, turn routine exchanges into meaningful moments, and build the internal guides, SOPs, and customer-facing resources that help us deliver consistently excellent experiences as we grow. You’re the type of person whose natural thoughtfulness and positive presence make people feel at ease—whether calming a concerned customer on the phone, brightening the office with your warm energy, or documenting a better way to handle a recurring issue so the whole team benefits.

About Senbird

Senbird Tea is an Asian American family-owned Japanese tea company dedicated to bringing you the finest teas from family farms in Japan. Rooted in wellness, sustainability, and quality, our curated collection of teas, premium gift sets, and handcrafted teaware has been recognized by Forbes, Food & Wine, BuzzFeed, and Sustainable Jungle. With over 15,000+ five-star reviews on Amazon, we take pride in delivering an exceptional tea experience that nurtures a healthy mind, body, and spirit. Join us in celebrating the rich traditions of Japanese tea—one cup at a time.

Who We’re Looking For

We are seeking a warm, thoughtful rising star who embodies our values of collaboration, execution, and growth. As Senbird grows, we need someone who can translate day-to-day experience into lasting systems. You'll know you're the right person for this role if:

1. You naturally bring warmth and kindness to every interaction—anticipating needs, responding with empathy, and making customers and teammates feel genuinely cared for.
2. You communicate with clarity and sincerity across phone, email, and chat—your tone conveys patience, understanding, and positivity.
3. You’re detail-oriented and process-driven—you see patterns in customer interactions and instinctively want to document, systematize, and improve how things are done, whether that’s an internal SOP or a customer-facing guide.
4. You thrive in people-centered work and find fulfillment in creating moments of connection and contributing to a welcoming, supportive office culture.
5. You’re proactive, organized, and eager to grow—excited to help build the systems behind a scaling business, not just maintain them.

What You’ll Do

As a Customer Experience Coordinator, your work will center on three core pillars:

Customer Care & Community

1. Be the warm first point of contact for DTC and B2B/wholesale customers, handling inquiries, orders, concerns, returns/exchanges, and feedback across all e-commerce channels (primarily our direct website), via phone, email, online chat, and review platforms with thoughtful, empathetic, and personalized care.
2. Let your natural warmth shine through in phone calls—listening attentively, speaking kindly, and turning every conversation into a positive, memorable experience.
3. Build lasting impressions and community loyalty by responding in ways that make customers feel truly seen, valued, and appreciated.
4. Manage support tickets with care, track interactions thoughtfully, follow up proactively, and share customer insights with the team to help us improve.
5. Support wholesale inquiries (pricing, availability, custom orders) with the same gentle attentiveness and coordinate smoothly with ops/fulfillment.
6. Monitor and respond to online reviews thoughtfully, maintaining our high ratings while addressing concerns with kindness and grace.

Process Building & Documentation

1. Create and maintain internal SOPs and playbooks for customer response workflows, order management, returns/exchanges, escalation procedures, and wholesale communication.
2. Develop customer-facing guides and resources (e.g., brewing guides, shipping/returns FAQs, wholesale onboarding documents, gift set care instructions) that reduce support volume and elevate the customer experience.
3. Identify recurring customer questions, pain points, and process gaps—then proactively build documentation or recommend process improvements to address them.
4. Maintain and organize our internal knowledge base so the team has clear, up-to-date references for every common scenario.
5. Collaborate with the founders to refine and formalize best practices as the team scales.

Office Coordination & Team Support

1. Handle light office admin tasks with warmth and reliability: greeting visitors, receiving mail and packages, handling occasional deliveries, taking out trash, restocking and ordering supplies, and keeping the office welcoming, clean, and organized.
2. Collaborate cross-functionally and bring positive energy to weekly team meetings.

Your Qualifications

1. 2+ years of experience in customer service, customer experience, support, or related roles (e-commerce/retail/food & beverage preferred).
2. Excellent verbal and written communication skills; especially comfortable and warm on the phone.
3. Experience handling both DTC and B2B/wholesale inquiries is a plus.
4. Proficiency with tools like Shopify, Helpdesk/CRM (e.g., Gorgias, Zendesk), Google Workspace, or similar; quick to learn new platforms.
5. Detail-oriented, organized, and able to manage tasks with calm thoughtfulness in a small-team environment.
6. Comfortable with light office tasks if needed (up to 25 lbs).
7. A passion for tea, wellness, and Japanese culture is highly valued—bonus if you're someone who already loves sharing tea with others!

Additional Details

1. Schedule: Monday to Thursday, 9am-5pm (32 hours/week)
2. Our interview process typically includes 2-3 steps, including a brief assessment, all designed to ensure we're the right fit for you and you're the right fit for us. We look forward to connecting with you!

What We Offer

1. 4-Day Work Week (32 hours over 4 days): We love our 4-day schedule because it drives focused productivity during the week and gives everyone a more open, relaxed weekend to recharge. Weekend work happens only when truly necessary, supporting real work-life balance for the team.
2. Paid Time Off & Sick Leave: So you can rest, recharge, or handle life when needed.
3. Health Insurance: Access to health insurance coverage (available upon request and eligibility) to help you stay well and secure.
4. Monthly Tea Allowance & Generous Employee Discount: A monthly allowance to enjoy our teas at home (becoming a true product expert) plus a significant discount on all teas and teaware.
5. Team Events & Connection: Regular team gatherings to celebrate wins, build relationships, and keep our small crew feeling supported.
6. Career Development & Growth: Direct mentorship from the founders, hands-on learning, and a clear path to grow into bigger responsibilities as Senbird scales.
7. Direct Impact in a Small Team: A real voice in decisions and the chance to see your work shape customer experiences and sales.

Team, Culture, Values

Senbird has been based in Queens, NYC, since our start in 2018. We’re looking for creative, capable, and collaborative team members to join us and keep up our momentum.

We're a small, hands-on team of self-starters who care about doing things well and supporting one another. We appreciate people who are dependable, proactive, and willing to jump in where needed. It helps to be organized, communicative, and open to learning as we grow together. Most of all, we aim to keep things sustainable—for the business and ourselves—so we can all enjoy a healthy, balanced life.

Senbird Tea is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.