Customer Service Associate

Location: Richmond, VA

Department: NSTO

Type: Full Time

Min. Experience: Entry Level

We’re currently seeking a full-time Customer Service Associate who will be responsible for ensuring that the NSTO virtual shopping experience exceeds both our standards and that of our customers. The Customer Service Associate will communicate with our customers directly and indirectly (by phone, live chat, email and social) as well as manage the activities associated with their transaction, from start to finish. The ideal candidate is very empathetic, strong at multi-tasking, internet-savvy, and possesses the aptitude for creative problem solving in challenging situations. 


  • Create and deliver an engaging experience for our customers through multi-channel support 
  • Maintain and possess a working knowledge of all digital systems including NSTO’s ecommerce platform and customer service software 
  • Approach and provide all customer issues with a positive, thoughtful and customer-centered approach  
  • Demonstrate enthusiasm for our products and brand culture, as well as engage in product knowledge trainings to assist with personal shopping for customers 
  • Responding to customer inquiries across all touchpoints including phone calls, emails, chats, and social channels for both Need Supply Co. and Totokaelo   
  • Communication with our shipping vendors and warehouse to investigate customer issues 
  • Serve as a liaison between our customer and retail team to answer product and other logistical queries  

Minimum Qualifications

  • High School diploma 
  • Ability to work a flexible schedule with availability during extended hours on weekdays and weekends  
  • 1 - 2 years of customer service or luxury retail experience 
  • Ability to work from our office in Richmond, VA  
  • Excellent troubleshooting and conflict resolution skills, with the ability to learn new skills quickly 
  • Proficient in Microsoft Office 365 
  • Strong interest in fashion, retail and elevated customer experience 

Preferred Qualifications

  • Bachelor’s degree in Fashion, Merchandising or related field 
  • 2+ years’ experience working in a fast-paced retail environment, or with another ecommerce customer service team 
  • Familiarity with our suite of Ecommerce platforms, including Zendesk, Magento, Salesforce, Teamwork Retail, FullStory etc.  


NSTO is the parent company of Totokaelo and Need Supply Co. We are a commerce and content platform with over 30 years of combined experience. We build fashion and lifestyle destinations known for their directional approach to clothing, accessories, art, and objects.

Totokaelo aims to deliver the most essential and creative elements of the ideal contemporary life. Need Supply Co. is a brand that embodies an effortless sense of style combined with a deep awareness of contemporary culture — without taking itself too seriously.

Our Principles:

Responsibility, Integrity, Creativity, Simplicity, Entrepreneurial Spirit, Impact, Passion, Grit, Excellence, Communication

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