Customer Service Representative

Job Description

As a leading destination for modern furniture, lighting, and décor, 2Modern is home to iconic and emerging design brands from around the world. With thoughtful curation, a deeply editorial point of view, and a commitment to authenticity, we bring exceptional design to discerning customers across North America. Our customers include design-forward homeowners and trade professionals who trust us with their reputations and their clients' projects.

This is a role for someone who treats customer service as a craft. Someone who understands that the difference between good service and exceptional service is the difference between solving a problem and making a customer feel personally attended to throughout the process.

The Role

You will be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between. Our customer base includes both individual consumers and trade professionals (designers, architects, stagers) who are making considered, often significant purchases and hold us to a high standard.

Our customers expect service comparable to luxury retail and hospitality environments. Considered, anticipatory, and personally attentive. The right person in this role treats every interaction as a representation of the 2Modern brand, and approaches each customer with the same care a luxury concierge would bring to a longtime guest.

You will work within Zendesk, coordinate with our logistics and operations teams, and exercise sound judgment to resolve issues in ways that protect the customer relationship and reflect the elevated standard our brand represents.

What You Will Own

• Customer communication across email, phone, and chat throughout the post-purchase journey, delivered in a tone that is warm, precise, and unflustered.
• Order research, shipment tracking, and delivery follow-up with carriers and vendors, with the kind of proactive communication that anticipates customer questions before they are asked.
• Damage claims, return authorizations, and order cancellations handled accurately, efficiently, and with discretion when situations call for flexibility within policy.
• Clear documentation and ticket management in Zendesk so every customer feels personally remembered rather than processed.

What We Are Looking For

• Experience in luxury retail, hospitality, or concierge environments where service standards are elevated and customers expect a personal, considered approach. This is a primary criterion, not a nice-to-have.
• Demonstrated experience in ecommerce customer service, ideally in a drop-ship or multi-vendor environment.
• Comfort navigating Zendesk, Shopify, or comparable platforms.
• A naturally elevated communication style. You write the way a luxury hotel concierge would speak. Warm, precise, and composed.
• Sound judgment in situations that require flexibility within policy. Our customers occasionally need creative resolution, and we trust this role to balance customer satisfaction with brand and business protection.
• The ability to manage multiple open issues simultaneously without losing track of any of them.
• A problem-solving orientation. You look for the resolution, not just the response.
• Genuine interest in design, home furnishings, or the trade and design industry.

The Details

Full-time, remote. 40 hours per week. Standard shift is 11AM to 7:30PM Pacific, Monday through Friday. Immediate start.

To Apply

Please send your resume, hourly rate or salary expectations, available start date, and three references.