Customer Service Representative

Job Description

Customer Service Representative

Job Type: Part-Time (PST Hours)

About the Role

We’re looking for a proactive Customer Service Representative to deliver exceptional service across multiple channels, including email, chat, and social media. This role is ideal for someone who thrives in a fast-paced, remote environment and is passionate about creating a seamless, “white-glove” customer experience from start to finish.

Key Responsibilities

• Provide inbound customer support via email, chat, and social platforms as needed
• Assist customers in a friendly, professional, and timely manner following established procedures
• Assess and manage incoming tickets to accurately resolve customer concerns
• Handle order placements, refunds, replacements, and data entry using company systems
• Maintain a strong customer-first mindset with empathy, patience, and attention to detail
• Navigate multiple systems efficiently while managing workload priorities
• Collaborate with internal and external teams on cross-functional initiatives, product launches, and updates
• De-escalate customer concerns and provide effective, timely resolutions

Requirements

What We’re Looking For

• 3+ years of experience in Customer Service
• Bachelor’s degree preferred
• Proven experience working in a remote environment
• Strong internet connection and a reliable personal computer
• Deep understanding of customer support best practices
• Excellent communication and interpersonal skills
• Ability to handle challenging situations with professionalism and empathy
• Strong technical aptitude and troubleshooting skills
• Self-starter with the ability to work independently and take ownership of tasks
• Highly organized and able to thrive in a fast-paced, collaborative environment
• Positive attitude with a continuous improvement mindset

Technical Requirements

• Proficiency in Google Workspace and Microsoft Office
• Proficiency in using web browsers (Chrome, Firefox, Safari, etc.)
• Familiarity with social platforms, including Instagram, TikTok, and Meta

Tools & Platforms

• Required: Gladly (or similar customer support tools), Shopify
• Preferred: Redpoints, Yotpo, Dash Hudson