Customer Experience Coordinator

CatFace is a leading merchandise and digital entertainment company behind the wildly popular YouTube channel “Aphmau,” a top MINECRAFT creator with over 25 million subscribers and an average of 350 million monthly views. In addition to its massive online presence, CatFace is also the creator of the beloved “MeeMeows” line of cat plushies and related merchandise, available at major retailers including Walmart, Target, Amazon, Claire’s, and more.

Visit our YouTube Channels:
https://www.youtube.com/aphmaugaming 

Visit our websites: 

• www.aphmeow.com 
• www.catface.com 

Our socials:
Instagram: @aphmeow_store 

About the Job

We’re looking for a proactive, detail-loving Customer Experience Coordinator to join our E-commerce team. This is a cross-functional support role that reports into the Ecomm Operations Manager and works closely with internal teams to ensure every product launch and fan-facing experience runs smoothly—both online and at in-person events. From managing customer inquiries to helping organize new product uploads, coordinating still shoots, and liaising with our web, logistics, and events teams, this role is all about making the customer journey seamless—whether it starts on the site or at a convention. You’ll be supported by a senior team member and collaborate daily with the Ecomm Operations Manager, Web Designer & Developer, Logistics, and the Marketing & Events Teams. Your job is to ensure that products go live on time, launches stay on track, and customers are taken care of.

This is a great opportunity for someone who thrives in a fast-paced environment, knows how to juggle multiple priorities, and genuinely loves creating smooth experiences for fans.

What You’ll Do

• Handle day-to-day customer service for our DTC store (Aphmeow.com), answering inquiries with warmth, speed, and brand-aligned tone
• Support product launches by coordinating between the web designer, developer, and logistics team — ensuring products are ready, accurate, and live on time
• Organize and track site QA and product clean-up tasks (e.g., removing old listings, updating images, checking links)
• Schedule and coordinate still photography shoots in Austin with local photographers for ecommerce assets, and in future, potentially build out an in-house light room for website stills.
• Collaborate with the Marketing and Events teams to assist with product setup, shipping, and installation support for in-person fan events and conventions
• Track and escalate any delays, roadblocks, or gaps in communication to keep launch calendars on track
• Maintain up-to-date product and launch documentation across internal tools (e.g., product trackers, asset folders, calendars)
• Provide basic post-launch QA support and product go-live validation
• Organize and log customer feedback or trends that inform the merchandising and operations teams
• Be a central connector — keeping stakeholders informed and spotting early risks in communication breakdowns
  

What We’re Looking For

• 1-2 years' experience in ecommerce, customer service, or cross-functional coordination, ideally in DTC, retail, or product-based businesses
• Highly organized, reliable, and comfortable juggling moving parts across teams
• Excellent communicator — you know when to solve independently and when to ask for help
• Strong attention to detail — you catch when a photo is missing, or a launch date has slipped
• Collaborative team player — you love being the go-between who keeps everyone aligned
• Experience with platforms like Shopify, Gorgias, Trello, or Monday.com is a plus
• Comfortable working with creatives, developers, ops, and events people
• Positive, can-do energy — especially when things move fast
• Passion for fan communities, gaming, or YouTube culture is a bonus!
  

What We Offer

• Excellent Medical, Dental and Vision health benefits
• 401(k) contribution
• Flexible time off
• Lunch, snacks and drinks provided in the office
• Pets in the office once a month
• Onsite fitness center
• Learning Stipend
• Relocation assistance for those coming from outside Austin.