FULL-TIME CUSTOMER EXPERIENCE SPECIALIST
About Us
Vacier is an international direct-to-consumer (D2C) brand focused on thoughtfully designed jewelry, originally built for men and now expanding into women’s collections as well. We sell minimalist, functional, and versatile pieces worldwide, shipping from our logistics partners in Europe, the USA, and Australia. In recent years, we have expanded our product lines and markets significantly, and in 2026 we are continuing this momentum through new collaborations, operational improvements, and expansion into additional countries. Customer experience plays a central role in how we scale and protect our brand.
About The Role
We are seeking a dedicated and curious individual who genuinely wants to grow within the customer experience field itself. As a Customer Experience Specialist, you will be a key voice of our customers and an important contributor to how Vacier designs, delivers, and continuously improves its customer journey.
This role is suitable both for an entry-level candidate looking to gain their first hands-on experience in customer experience by leveraging strong soft skills, empathy, and written communication, as well as for an experienced customer service professional seeking a change of environment, new challenges, and a clear path toward seniority within the CX field.
We are specifically looking for someone who sees customer experience as a long-term professional focus, not as a short transitional role. The ideal candidate is highly interested in understanding customer needs, internal processes, and cross-team collaboration, and is motivated by delivering consistently high-quality service.
This is a full-time role and requires availability to visit our Sarajevo office 2–3 times per week.
*Note that this role differs from our Customer Support Consultant role, which requires remote work on weekends only. If that schedule works better for you, apply here instead.
Some of your responsibilities will include:
- Responding to customer inquiries and providing pre- and post-purchase support through emails and chats.
- Handling complaints and sensitive situations with patience and a customer-first mindset, aiming to protect long-term customer trust and brand reputation.
- Processing orders, returns, exchanges, and special cases accurately, while ensuring all information is properly documented.
- Acting as a strong internal advocate for the customer by identifying patterns, recurring issues, and opportunities for experience improvement.
- Providing regular and structured reporting on workflows, urgent or complex cases, and customer insights, independently and upon request.
- Actively working with technical tools such as the online store backend, warehouse management systems, shipping and dispute platforms, and other internal systems as part of your daily workflow.
- Maintaining high discipline, reliability, and responsiveness across daily tasks, internal updates, and workshops.
You have the following:
- A strong and genuine interest in customer experience, service quality, and thoughtful communication.
- An educational background in humanities, social sciences, languages, communication, cultural studies, or similar fields that support empathy, analysis, and clear expression.
- The ability to remain calm, mindful, and solution-oriented in fast-paced or emotionally charged situations.
- Strong problem-solving skills and the confidence to make reasoned decisions independently.
- High emotional intelligence and the ability to adapt excellent communication style in English to different customer needs and contexts.
- A high level of attention to detail and consistency with repetitive or complex workflows, and an especially strong sense of ownership over your role and its impact.
- A positive mindset, curiosity and openness to grow through feedback with regular performance reviews.
- Comfort working both independently and collaboratively within a team.
Depending on the schedule changes or coverage needed, this involvement may require shift-swapping over weekends, with two days off scheduled during standard working days (Monday–Friday).
What We Offer
- Paid Time Off, a flexibility in combining work from home with work in the office.
- Competitive salary and increases based on performance and responsibilities.
- Regular online and in-person team building and social events.
- Opportunity to grow professionally and be valued in a collaborative, mindful and innovative work environment.
- Participation in internally organized workshops to expand the knowledge and skills needed for understanding the industry, operational flows, and the connection of customer experience to the wider business.
Why should you apply?
Vacier is a committed team that has grown to over 30 members in the past two years, and is a workplace where we all value responsibility, clarity, and long-term thinking. You will work closely with colleagues across operations, logistics, and product, gaining a holistic understanding of how a modern e-commerce brand functions.
This role offers the opportunity to build a meaningful career within customer experience at a growing international brand. As Vacier scales, your responsibilities and influence will expand as well, allowing you to deepen your expertise, take ownership of processes, and grow into more senior CX-focused roles over time. Compensation is based on experience, with clear room for progression as your skills and impact develop.
When applying, please confirm you’ve read & understood everything by adding “Royal Hamster” at the beginning of your cover letter.