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

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