We're seeking a proactive, detail-oriented, and digitally savvy team player to join our growing company as a Brand Protection & Customer Experience Associate. This is a full-time onsite role based in Columbus, OH — perfect for someone who thrives in a fast-paced environment, loves problem-solving, and wants to make a visible impact across multiple areas of the business. You’ll play a critical role in owning the customer service experience for both direct-to-consumer (D2C) and business-to-business (B2B) channels, as well as safeguarding the integrity of our brand online. This position offers a unique blend of investigative work, cross-functional collaboration, and high-touch customer care. Hours for this position would be 9am-3pm Monday - Friday. What You’ll DoCustomer Service & Claims Management (D2C & B2B) • Be the go-to contact for all customer inquiries via email and chat (no phones) • Support both individual customers and wholesale clients with empathy and efficiency • Troubleshoot and resolve logistics and shipping issues in close collaboration with the logistics and finance teams • Handle return/exchange requests, refunds, and product-related questions • Manage claims and ensure credits are received and accurately reflected • Communicate resolutions clearly and professionally with customers and internal teams • Proactively identify trends and recommend improvements to enhance the customer experience Brand Protection & Enforcement • Monitor eCommerce platforms (Amazon, eBay, Walmart, Google Shopping, etc.) to identify and report unauthorized sellers or policy violations • Submit IP takedown requests and assist with enforcement across online marketplaces • Cross-reference external listings with internal sales data to detect violations • Educate B2B partners on brand guidelines and resolve any compliance issues • Support brand registration processes on new platforms Reporting & Collaboration • Document key customer and brand protection cases • Create regular reports on customer support metrics, violations, and resolutions • Help improve internal tools, templates, and knowledge bases • Track KPIs and contribute to team goals Who You Are • Experienced in digital customer service (required) • Confident using tools like Google Workspace, CRMs, and helpdesk platforms • Strong written communicator who can balance professionalism with warmth • Organized, analytical, and capable of managing multiple tasks • A natural problem-solver who enjoys working independently and collaboratively • Curious and eager to learn about brand protection, compliance, and logistics • Bonus: Experience with Amazon, eBay, or international marketplaces • Bonus: Additional languages (especially Hebrew) This is not your typical customer service role — it's a unique opportunity to work at the intersection of customer experience, brand integrity, and operations at a company that values thoughtfulness, speed, and creative problem-solving.