Customer Service Agent
Location: Louisville, KY (On-site / Hybrid)
Compensation: Starting at $16/hour with ability to get to $18/hr within a year
Schedule: 20-30 hours/week Mon-Fri with opportunity for more hours/higher compensation as business grows
About Hadley Pottery
Hadley Pottery has been handcrafting stoneware in Louisville, Kentucky, for over 85 years. Every mug, plate, and bowl is shaped, glazed, and hand-painted by our team, then shipped to kitchens, tables, and collections across the country. We’re a small, growing team that cares about craft, history, and the people who use our work every day.
Role Overview
We’re looking for a Customer Service Agent to be the first line of support for our customers across email, live chat, and phone. You’ll handle day-to-day questions about orders, shipping, made-to-order timelines, personalization, and returns, while representing the warmth and care behind the Hadley brand.
This is a great role for someone who enjoys helping people, communicating clearly, and working in a detail-oriented environment.
What You’ll Do
Customer Support (Core)
- Respond to customer inquiries via email, chat, and phone in a friendly, professional tone
- Answer questions about order status, shipping timelines, made-to-order items, and personalization options
- Guide customers through returns, exchanges, and damage claims, following our policies
- Provide basic product information (sizes, care, patterns, what’s in stock vs. made-to-order)
Order & Ticket Management
- Use Shopify to look up orders, update information, and reference order history
- Use Gorgias (or similar help desk) to manage tickets, add notes, apply tags, and close out conversations
- Log phone calls and resolutions so the team has full visibility
- Escalate issues when something falls outside standard policy or needs manager approval
Brand Experience & Voice
- Communicate in a way that reflects Hadley’s values: warm, calm, honest, and human
- Help customers understand the nature of handmade pottery (variations, production time, small-batch work)
- Look for patterns in customer questions and share feedback that could improve our website, FAQ, or policies
Process & Improvement (Light, but Important)
- Follow clear Standard Operating Procedures (SOPs) for common issues
- Flag recurring issues (for example, confusion about lead times or personalization) to the team
- Offer suggestions to make support more efficient or helpful for customers
What We’re Looking For
Must-Haves
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1-2 years of experience in customer service, retail, hospitality, or call center work
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Strong written and verbal communication skills
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Comfortable working on a computer and learning new systems (Shopify, Gorgias, email tools)
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Patient, calm, and able to stay composed with upset or confused customers
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Detail-oriented and reliable with follow-through
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Able to work a consistent schedule
Nice-to-Haves (Not Required, But Great If You Have Them)
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Familiarity with Shopify, Gorgias, or other e-commerce / help desk tools
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Interest in handmade goods, pottery, home décor, or craft
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Experience working in a small business where everyone wears multiple hats
What Success Looks Like
- Customers feel heard, helped, and respected
- Tickets are handled accurately and on time
- Order issues are resolved with minimal back-and-forth
- Common problems are logged and surfaced so we can improve our processes and website
- You become a trusted, go-to person for our team and our customers
Applications
Please send your resume to jobs@hadleypottery.com to apply for this position. We look forward to hearing from you!
