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Customer Care Specialist

Position: Customer Care Specialist

Location: Santa Monica

Position Reports to: Vice President of Operations


With over 70 years as a family owned business, we pride ourselves on delivering a world class customer experience and product. We have revolutionized the custom window treatment industry by simplifying and stylizing a traditionally complicated and expensive purchase.  We are growing quickly and expanding aggressively: 55+ showrooms and growing across the country, a state of the art e-commerce website and a beautiful yearly design inspiration book. But with all this exciting growth, our core values and principles have not changed.  We still handcraft every product right here in the USA and we still treat each and every customer with the greatest appreciation and professionalism.  These are our guiding principles and the backbone of our company – they will always remain true. 


We set out to create a company culture that is enjoyable, rewarding, and where there is continuous upward mobility and growth opportunity.  If you work hard, give the company your all, use good judgment, and have a positive attitude – then the sky is the limit.  In return, there are numerous perks and benefits including:

  • Full time highly competitive salary
  • Monthly monetary incentive programs based on performance
  • Medical Benefits
  • 401k Available and we match up to 4% of your contributions
  • $100k Life Insurance & Short Term Disability Coverage provided at no charge
  • Partake in many charities and local events
  • And many more…..

THE POSITION: Customer Care Specialist

The Shade Store is looking to bring on a dynamic individual to help with the growth of our Customer Care Department in our West Coast Headquarter office right in Santa Monica! You’ll work directly with the VP of Operations to assist with running the day-to-day operations of this ground floor venture for our brand. Our company is growing quickly so this will be a dynamic, evolving role and an excellent opportunity to learn a lot and make meaningful contributions in a short time. We need someone who can move faster than the speed of business – and keep their cool under pressure. It also doesn't hurt to be nice.

Our Customer Care department is the soul of our company. It’s easy to look good when everything goes right – but how a company handles a situation when something goes wrong is the true measure of a company.  You will work with a great, collaborative, supportive team, and alongside ownership.  So you’ll have the opportunity to learn the business, truly help customers, and have your ideas heard and acted upon on how we can continue to improve.  This position is based out of our Santa Monica Headquarter office.

  • Provide after-sale service to customers and designers who have purchased custom window treatments from The Shade Store
  • Delivering an above and beyond customer experience with each and every interaction whether via phone, email, chat, etc.
  • Coordinate solutions that involve multiple parties, i.e. workrooms, designers, measure & install professionals, internal departments, etc.
  • Maintaining a positive team atmosphere and consistently acting as a team player
  • Uphold a strong company culture of an “always put the customer first” mentality
  • Set priorities and see issues through to completion
  • Take your learnings and share them with Sales & Production so we can improve and avoid making the same mistake


  • Bachelor’s degree
  • Strong communication skills – both verbal and written
  • Strong computer skills – as you’ll be managing customers and issues through our custom web based program
  • Fast learner, absorb information, ask questions
  • Always use good judgment
  • Attention to detail and ability to multi-task
  • Calm demeanor and ability to stay cool when under pressure
  • Window treatment experience a bonus, but not required
  • Flexible schedule

If you're looking to be part of a growing family of enthusiastic and hard-working individuals, we'd love to hear from you!

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