CUSTOMER SERVICE REPRESENTATIVE (SO - 09042026 - FTCSR)

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