Customer Service Representative

Position: Customer Service Representative

Number of hours: 48 hours/week

Schedule:

• Monday – Sunday: 8:00 AM – 4:00 PM PST
• During product launches, chat may open 1 hour earlier
• During site-wide sales, chat coverage may extend from 5:00 AM – 7:00 PM PT
• Flexibility to support weekends and peak periods is highly valued
  
  

Key Responsibilities

• Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales.
• Respond to product inquiries, order management requests, and reward program questions.
• Manage returns and exchanges, including warranty and defect-related concerns.
• Assist with tracking requests, delivery status inquiries, and lost shipment claims.
• Update and manage orders in Shopify, including address changes and cancellations.
• Ensure all interactions are brand-aligned, professional, and customer-focused
• Meet or exceed targets for CSAT, first response time, and resolution time.
• Maintain accurate documentation and updates in Gorgias and internal tracking tools.
• Support volume surges during sales, launches, weekends, and special campaigns.
• Collaborate with internal teams to ensure operational continuity and issue resolution.
  
  

Qualifications

• Proven experience as a Customer Service Representative in ecommerce.
• Strong written English communication skills with a customer-first mindset.
• Experience handling high ticket volumes in a fast-paced environment.
• Familiarity with order management, returns, and shipping-related inquiries.
• Ability to remain calm, accurate, and professional during peak volume periods.
• Strong attention to detail and ability to follow workflows and SOPs.
• Comfortable working weekends, extended hours, or fluctuating schedules when needed.
• Experience with Gorgias, Shopify, or similar platforms is a strong advantage.
  
  

Tools & Technology


Experience with or the ability to quickly learn the following tools is essential:

• Shopify – order and customer management
• Loop – returns and exchanges
• Gorgias – ticketing, live chat, and messaging
• Wonderment
• Google Workspace – Google Sheets and Docs for reporting and documentation