Customer Service Representative

We are Hiring for a Customer Service Representative

Location: Remote

Compensation: $1,500 per month + performance-based bonuses

Work Days: Wednesday to Sunday (Monday & Tuesday off)

Work Hours: 40 hours per week, 7AM - 4 PM EST, with 1-hour unpaid break.

About Ikigai Cases

Ikigai Cases is a family-owned e-commerce business selling premium metal pill cases. The business was founded in Washington DC in 2021 by two brothers and has been operated as a family business since then. Over four years, the company has grown to selling thousands of pill cases every month and double-digit team members, including a thriving remote team.

Our mission is simple: to make exceptional pill cases and provide exceptional customer service. We uphold this commitment by managing our fulfillment operations in-house and offering exemplary service to our customers.

What You Are Responsible For

We're hiring a Customer Service Representative to work on front-line customer service at Ikigai Cases. You'll be responsible for handling customer communication end-to-end from first inquiry to final resolution while maintaining elite quality, speed, and accuracy.

We're looking for a customer service representative who can resolve issues independently, think critically, and protect the brand while delivering outcomes customers rave about.

5 Core Responsibilities

1. Customer Inquiry Resolution Own customer conversations using HelpScout, resolving questions, issues, and edge cases accurately and efficiently without unnecessary escalation.
2. Order & Account Management Use Shopify to investigate orders, update customer records, process replacements, refunds, and adjustments, and ensure customers receive correct outcomes fast.
3. Returns & Exception Handling Manage returns, exchanges, lost packages, and delivery issues with a bias toward resolution and customer satisfaction, while protecting the company from unnecessary cost or abuse.
4. Issue Pattern Recognition & Reporting Identify recurring customer issues, product feedback, or process failures and clearly report them to leadership with actionable context.
5. Cross-Functional Coordination Work closely with Operations and Fulfillment to handle rush orders, inventory constraints, engraving issues, and special cases that require internal alignment.

Why You Should Take This Role

• You'll be working at a brand that is obsessed with their customers and has built a loyal following. Just read a few of their reviews: https://ikigaicases.com/pages/reviews
• You'll be working at a company that has scaled up extremely quickly - while focusing on the operational side of the business. Now that the operations are stabilized with key roles in place, we are focused on investing in growth.
• You'll be working with people who have extreme levels of competitive fire in their bellies - people who will run through walls to make sure the company succeeds.
• You'll be working hand-in-hand with the founders of the company - building the systems and growth strategy together.
• You'll be working at a company with a robust product development roadmap that includes new colors / products releasing monthly

Required Experience

3+ years of direct, email-based customer service experience in an e-commerce environment.

Strong working knowledge of Shopify for order management and investigation.

Experience using customer service platforms such as HelpScout, Gorgias, Richpanel, or similar.

Proven ability to resolve customer issues independently without relying on scripts or constant escalation.

Exceptional written English clear, professional, concise, and human.

High attention to detail and ability to manage multiple active cases without errors.

Preferred Experience (Nice to Have)

Experience working with premium or durable consumer goods brands (non-subscription).

Experience supporting fulfillment, engraving, or made-to-order workflows.

Compensation & Benefits

Compensation: $1,500 / mo + performance-based bonuses

Hours: 40 hours per week

Days: WednesdaySunday (Monday & Tuesday off)

Shift Time: 7AM 4PM EST (1-hour unpaid break)

Paid Holidays: 10 per year

PTO: 1 week earned every 6 months

How To Apply

To apply, please copy and paste the Google Form Application Link into your web browser, and fill out the application:https://forms.gle/RCS734YuJx9fUNbBA

This application includes a handful of questions in order to ensure we hire an outstanding candidate for this position, so please be advised in advance that it will take a little bit of time to complete.

Applications are reviewed on a rolling basis. Qualified candidates will be contacted for interviews.

Please note: Applications submitted anywhere except the Google Form will not be reviewed.