Customer Service Representative

Job Description

REQUIREMENTS

• High school diploma or equivalent.
• 2+ year of customer service, retail, hospitality, or similar customer-facing experience.
• Strong written communication; able to write clearly, warmly, and accurately under time pressure.
• Comfortable working independently in a remote environment with reliable internet and a quiet workspace.
• Detail-oriented; able to follow SOPs closely while still showing judgment.
• Comfortable with technology: help desk software, spreadsheets, email, chat tools.
• Experience with a help desk platform (Zendesk, Gorgias, Freshdesk, Intercom, or similar).
• Experience supporting subscription, e-commerce, or consumer-products brand. Shopify experience preferred.

Preferred

• Familiarity with order management and fulfillment workflows.
• Familiarity with Loop

RESPONSIBILITIES

Ticket Response and Issue Resolution

• Respond to incoming customer tickets across email, chat, and any other supported channels within published SLAs.
• Resolve issues at first contact wherever possible, including order questions, refunds, replacements, missing items, delivery problems, and account changes.
• Process refunds, exchanges, replacement shipments, and subscription modifications per documented SOPs.
• Escalate complex or out-of-policy cases to the Customer Care Manager with full context and recommended next steps.

Quality and Documentation

• Maintain consistent, on-brand tone and clarity in all customer communications.
• Document every interaction in the help desk system accurately, using correct tags and dispositions so the team’s data stays clean.
• Follow SOPs precisely and flag any scenarios that aren’t covered so they can be documented for the team.

Continuous Improvement

• Suggest improvements to macros, templates, FAQ articles, and knowledge base content based on what you see in tickets.
• Participate in coaching, case reviews, and quality audits with the Customer Care Manager.
• Meet or exceed individual performance targets for response time, resolution time, CSAT, and quality scores.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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