Seasonal Customer Support Representative

About Koriderm

Koriderm is a Korean-inspired, direct-to-consumer skincare brand built for women 35 and older, operating primarily in the US market. We're a fully remote, fast moving brand

The Role
The Customer Support Representative is the frontline of Koriderm's customer experience, resolving tickets, addressing order and subscription concerns, and coordinating with internal teams and the supplier to make sure customers receive timely, accurate, and empathetic support.

Day-to-Day
Set work status in Slack at the start, throughout (breaks/lunch), and end of each shift
Respond to customer tickets in Gorgias within the assigned SLA (first 2 hours of the shift should be allocated to respond to respond/close tickets assigned to the Representative)
Properly label and tag tickets in Gorgias per SOP for accurate tracking and reporting
Assist customers with order concerns, WISMO (Where Is My Order) inquiries, shipping/delivery concerns, and subscription management (pause, skip, upgrade/downgrade, cancellation)
Flag and endorse recurring issues involving customers, systems, platforms, or promotions to the Team Lead.
Coordinate with the supplier on shipment tracking and after-sales concerns
Monitor and check updates in the After-Sales Concerns sheet and the CX Fulfillment Slack channel
Encode daily logs (subscriptions, refunds, cancelled orders, work hours tracker, email s responded, etc.)
Respond to social media messages once social media is integrated into Gorgias
Meet SLA and first-response/resolution time targets set by the team.
Use approved macros/templates and follow brand tone and voice guidelines when responding to customers.
Escalate unresolved or sensitive cases through the defined escalation process (Team Lead / Senior Representative)
Stay updated on product updates, policies, and ongoing promotions to give customers accurate information
Participate in QA reviews, coaching sessions, huddles, and training.
Maintain confidentiality of customer and company data at all times.
Press returns, exchanges, and refunds in accordance with company policy.
Report bugs, system downtime, or recurring technical issues to the Team Lead
Log time accurately (shift start/end, breaks) per the attendance policy.
Be on time and ready for the start of each shift.
Coordinate with the Team Lead ahead of time on emergencies or sudden requests that may affect manpower or shift coverage
Adhere to PTO/leave filing guidelines and lead times

Must-Haves
Ticket Resolution Quality & SLA Adherence (assigned tickets)
Accurate Ticket Labelling & Documentation
Customer Order, Subscription & After-Sales Support
Daily Logs & Reporting Accuracy
Self Pick-up Order Customer Communication