Customer Support Representative

CUSTOMER SERVICE REPRESENTATIVE

Employment Type: Full-Time
Work Setup: Remote

ABOUT THE ROLE

We are looking for a Customer Service Representative to join our growing Customer Experience team.

You will help customers throughout their journey, from answering questions about orders and products to resolving shipping, subscription, return, refund, and troubleshooting concerns.

We are looking for someone who can understand the customer's situation, take ownership of the issue, and work toward the best possible resolution.

WHAT YOU'LL DO

• Assist customers through email and phone support
• Handle order status, shipping, tracking, and delivery concerns
• Help customers with product questions and troubleshooting
• Assist with returns, refunds, cancellations, and subscription concerns
• Resolve customer concerns while following company policies and procedures
• Identify opportunities to retain customers and provide appropriate solutions
• Maintain accurate customer and ticket records
• Escalate cases appropriately when additional support is required
• Meet quality, productivity, attendance, and customer experience expectations
• Stay updated on products, policies, promotions, and internal processes

WHAT WE'RE LOOKING FOR

• Previous customer service or call center experience preferred
• Strong written and spoken English
• Comfortable handling both phone and email support
• Strong communication and problem-solving skills
• Comfortable handling upset or frustrated customers
• Able to learn multiple products, policies, and systems quickly
• Detail-oriented with strong documentation habits
• Reliable, accountable, and comfortable working in a performance-driven environment
• Able to work independently in a remote setup while collaborating with a team

Experience with Zendesk, Shopify, e-commerce, subscription-based businesses, or online retail customer support is a plus.

WHAT SUCCESS LOOKS LIKE

A successful Customer Service Representative takes ownership of customer concerns rather than simply passing them along. You should be able to balance customer satisfaction with company policies, communicate clearly, and resolve cases efficiently without sacrificing service quality.

We're looking for people who are dependable, coachable, comfortable receiving feedback, and interested in continuously improving their customer service skills.

HOW TO APPLY

Submit your resume along with a short introduction covering your customer service experience and why you believe you would be a good fit for this position.