CX Associate

**Can you help us fix the world's most broken supply chain?** The fashion industry produces over 100 billion garments a year. 60% end up in landfill — not because people don't want these clothes, but because the supply chain for getting secondhand fashion from donation to resale is completely offline, manual, and broken. Fleek is fixing this. Our mission is to make secondhand the first choice. We're building the infrastructure powering the global secondhand clothing trade — through a B2B marketplace and the AI systems digitising the supply chain behind it. Through Fleek, vintage stores, online resellers, and retail buyers source graded secondhand inventory directly from wholesalers and rag houses across multiple countries. Our key enabler is FleekSort — an AI model fine\-tuned on secondhand fashion — that can grade, price, and categorise items with just a photo, turning what has historically been an opaque and manual trade into a structured, searchable, and tradable global inventory layer. Since 2022, we've saved 9 million items from landfill and tripled in size year\-on\-year. We've raised \~$50M from a16z, Y Combinator, Burda Principal Investments, HV Capital, and others, and have recently closed our Series B. Our advisors and private investors include operators behind Depop, Shopify, and Postmates. Today, we serve thousands of resellers and retailers across the UK, Europe, and the US. With the secondhand fashion market projected to reach $350B by 2027, Fleek is building the AI\-native operational and financial backbone for secondhand commerce globally. We're looking for people who want to build something that matters — and move fast doing it. Sound good? Keep reading. **About The Role** This is a CX Associate role on Fleek's Customer Experience team, based full\-time in our Karachi office. You'll be on the front line of Fleek's customer relationships — handling daily interactions across multiple channels, resolving issues, and making sure every buyer and supplier who reaches out gets a fast, accurate, and human response. This isn't a scripted call centre role. You'll be working inside a fast\-growing marketplace where every interaction teaches you something about how the business works — from supply and logistics to product and operations. You'll be expected to think, not just respond. Why This Role Stands Out Fleek's customers are professional resellers, vintage store owners, and wholesale buyers running real businesses. When they reach out, the stakes are higher than a typical consumer support interaction — a delayed shipment or a grading issue can directly affect their revenue. That means the quality of your response matters. You won't be reading from a script. You'll learn the product deeply, understand the workflows behind the marketplace, and use that knowledge to solve problems properly — not just close tickets. You'll work closely with teams across supply management, vendor relations, and product, feeding back what you hear from customers to help improve the experience for everyone. The platform handles 500,000\+ items a month today and will surpass a million by end of year. As volume scales, the CX team becomes increasingly critical — and high performers here have a direct path into operations, account management, and other commercial roles at Fleek. What Makes You a Fleek CX Associate? **Customer\-First:** You genuinely care about helping people. You're empathetic, patient, and take pride in resolving issues properly — not just quickly. **Clear Communicator:** You write and speak clearly, concisely, and professionally. You can explain a complex issue in simple terms and keep customers informed without jargon or ambiguity. **Detail\-Oriented:** You don't miss things. You follow workflows accurately, capture the right details on every interaction, and make sure nothing falls through the cracks. **Proactive Problem\-Solver:** You don't wait to be told what to do. When you see a recurring issue, you flag it. When you spot a better way to handle something, you speak up. **Team Player:** You show up for your colleagues. You contribute to a positive team environment, share knowledge, and support shared goals — because CX is a team sport. What You'll Do **Handle Customer Interactions:** Manage daily customer communications across multiple channels, ensuring timely, accurate, and empathetic responses in line with Fleek's service standards. **Follow and Improve Workflows:** Execute established workflows and task assignments with efficiency and attention to detail — while proactively contributing ideas for process improvements. **Collaborate Cross\-Functionally:** Share insights from customer interactions with teams across Product, Supply Management, Vendor Relations, and other departments to help resolve issues and improve the overall experience. **Track Performance:** Monitor and report on key performance metrics — response time, resolution rate, CSAT — and use the data to strengthen your own performance and the team's. **Own Your Development:** Participate actively in team check\-ins, take ownership of personal development goals, and apply feedback to continuously improve. **Surface Issues Early:** Flag recurring problems, resource gaps, or training needs to supervisors, helping identify opportunities to better support customers before issues escalate. **Manage Escalations:** Gather necessary details and coordinate with leads and managers to resolve complex issues, ensuring transparency with customers throughout the process. **Build Team Culture:** Contribute to a positive, supportive team environment by collaborating with colleagues, supporting shared goals, and embodying Fleek's values of innovation, transparency, and customer\-centricity. What You Bring * 0–2 years of experience in customer support, customer success, or a service\-oriented role — ideally in e\-commerce, a marketplace, or a tech\-enabled business. * Strong written and verbal communication skills. You can handle professional conversations across email, chat, and other channels with clarity and warmth. * Attention to detail. You follow processes carefully, document interactions accurately, and don't let things slip. * Comfort with tools and systems. You're quick to learn new platforms — CRM tools, ticketing systems, internal dashboards. You don't need hand\-holding with technology. * A service mindset. You take ownership of customer issues and see them through to resolution. You don't just pass things along. * Ability to work in a fast\-paced environment. You can handle volume without sacrificing quality, and you stay calm under pressure. * Willingness to learn. You're curious about the business, not just the role. You want to understand how the marketplace works, not just how to close a ticket. Nice to Have * Experience in fashion, secondhand, vintage, or circular economy businesses * Familiarity with CX tools like Zendesk, Intercom, Freshdesk, or similar * Experience working in a B2B or marketplace environment where customers are businesses, not individual consumers * Multilingual ability — particularly useful given Fleek's global customer base * A genuine excitement for building something from scratch in a category that didn't exist three years ago This Role Isn't for You If You Want: * A scripted, repetitive support role where you follow a flowchart — you'll need to think and problem\-solve * To work in isolation — CX at Fleek is deeply cross\-functional and collaborative * A remote or hybrid role — this position is full\-time in our Karachi office * A role where you only handle easy queries — you'll deal with complex, high\-stakes issues from professional buyers and suppliers * A slow\-moving environment — we're scaling fast and the pace reflects that Ready to be the voice of the world's fastest\-growing fashion marketplace? If you want to learn fast, grow fast, and be part of a team that's tripling annually — we'd love to hear from you. How We Work Fleek is an in\-office company. We believe the best work happens when people are together — the quick decisions, the cross\-functional energy, the ability to solve problems in real time. This role is based full\-time in our Karachi office. You'll be embedded with the CX team, working closely with operations, supply, and product — learning the business from the inside out. The Practicalities * Location: Karachi, Pakistan * Work model: Full\-time in\-office. * Level: Associate * Stage: Post\-Series B, hyper\-growth * Team: 100\+ across London, India, and Pakistan * Culture: High ownership, non\-hierarchical, fast\-moving. Founder\-led with strong opinions loosely held. Our Values Five values shape how we work at Fleek: **Dream Big and Disrupt Yourself:** Push the most ambitious version of what you're building. Step out of your comfort zone. Nothing is out of reach. **Absolute Ownership:** The buck stops with you. Drive initiatives to completion. Experiment, learn, persevere. The job isn't done until the job is done. **Curiosity Leads the Way:** Don't accept anything at face value. Ask questions you don't know the answer to. That's how you innovate. **Talk to the Customer:** Deeply understand their challenges, motivations, and ambitions. Every decision starts with the customer at the centre. **Embrace Diversity:** A global team building for a global supply chain. Bring your authentic self and embrace the diversity of everyone you encounter.