Consumer Relations Partner

About Bombi:
At Bombi, we’re on a mission to make parenting a little easier and a lot more sustainable with our eco-conscious, affordable baby gear. From our beloved single strollers to our doubles that always sell out, we’re building a brand that parents actually love—and we want you to help tell our story.

About the Role: 
We’re looking for a Part-time (20 hours per week) Consumer Relations Partner to work in a hybrid capacity. This person will thrive on helping people, communicate with empathy and clarity, and transform everyday customer interactions into long-lasting loyalty. As the voice of Bombi, you’ll support parents, troubleshoot issues, and ensure every customer feels heard, supported, and part of the Bombi family.

This role is ideal for someone thoughtful, detail-oriented, and passionate about creating standout customer experiences at a fast-growing, digitally native brand. You’ll work across multiple communication channels, collaborate with internal teams, and help elevate Bombi’s customer experience as we scale.

What You’ll Do

• Resolve questions related to orders, shipping, stroller functionality, returns, exchanges, and general product support
• Maintain a warm, clear, brand-aligned tone in every interaction and turn frustrated customers into loyal advocates.
• Identify recurring product or experience issues and escalate insights to operations, product, and marketing teams.
• Create and update support templates, macros, and help-center content to streamline communication and improve efficiency.
• Manage warranty claims and coordinate resolutions with fulfillment partners, 3PL teams, and internal stakeholders.
• Monitor customer feedback, track trends, and provide monthly insights to help drive product and service improvements.
• Partner with internal teams to ensure smooth operational handoffs and consistent end-to-end customer experiences.

What You Bring

• 3–5 years in customer support, consumer relations, e-commerce service, or hospitality (DTC or digitally native brand experience preferred).
• Must have prior experience with recording devices and virtual videos to be able to demonstrate product capabilities to consumers. 
• Prior experience supporting technical or assembly-based consumer products is desired but not required. 
• Proven ability to manage high-volume inboxes and multi-channel communication (email, chat, social, ticketing).
• Exceptional written communication, warm, empathetic, concise, and brand-aligned, even in sensitive or emotionally charged situations.
• Strong familiarity with e-commerce workflows, including order management, shipping processes, and returns/exchanges.
• Experience using customer service and CRM tools such as Gorgias or Zendesk, Shopify, 3PL dashboards, and Amazon Seller Central.
• Ability to interpret customer feedback, identify patterns, and deliver clear, actionable insights.
• Strong organizational skills with the ability to manage shifting priorities and thrive in a fast-growing environment.
• Comfort working independently in a remote setting with minimal supervision.

At Bombi, we’re hands-on. Whether you’re supporting parents in real time or helping showcase what makes our gear so loved, this role involves interacting directly with our products. Here’s what that looks like:

• Comfortable standing for short periods of time as needed.
• Able to lift and carry up to 50 lbs.
• Confidently demonstrating our products, including opening and closing single and double strollers and other baby gear.
• Comfortable using your hands to assemble, adjust, and present product accessories with care and attention to detail.

Our gear is designed to make life easier for parents. Being able to move, build, and showcase it confidently is part of bringing the Bombi experience to life.

Perks of the Job:

• Join a fast-growing, passionate team that truly loves what they do
• See your work directly shape a brand that parents trust and rave about
• Access to discounted Bombi products!