Customer Service Representative - 58905773867

Job Title: Customer Service Representative
Job Type: Full-time / Remote
Work Hours: US Business Hours (EST or PST)

Job Overview:
Our client, a fast-growing US-based apparel e-commerce brand, is looking for a Customer Service Representative to join their remote team. This role is at the heart of the customer experience, acting as the frontline voice of the brand and ensuring every interaction is handled with care, efficiency, and professionalism.

You will own the full customer support lifecycle—from first contact to resolution—across multiple channels, including email and live chat. This is an opportunity to play a key role in shaping customer satisfaction, improving processes, and contributing to a high-performing, customer-obsessed support function within a dynamic e-commerce environment.

Responsibilities:

• Own end-to-end customer support across email, live chat, and other communication channels
• Handle customer inquiries related to orders, shipping updates, returns, exchanges, refunds, and product questions
• Manage and prioritize support tickets using Gorgias, ensuring SLAs are consistently met
• Use Shopify to look up orders, process refunds, adjust orders, and verify customer account details
• Leverage Sienna AI or similar tools to streamline workflows and enhance support efficiency
• Identify recurring customer issues and proactively share insights with internal teams
• Maintain accurate and detailed records of all customer interactions and resolutions
• Ensure all communication aligns with the brand’s tone, voice, and values
• Collaborate with operations and fulfillment teams to resolve complex order issues
• Contribute to the development and improvement of internal knowledge base articles and response templates

Requirements

Must-Have:

• 2+ years of customer service experience, ideally within e-commerce, apparel, fashion, or consumer goods
• Strong hands-on experience with Shopify, including backend navigation and order management
• Experience using Gorgias or similar helpdesk/ticketing systems (e.g., Zendesk, Freshdesk)
• Exceptional written English with a warm, clear, and professional communication style
• Ability to manage high ticket volumes while maintaining accuracy and quality
• Strong time management skills and ability to work independently in a remote, fast-paced environment
• Availability to work full US business hours (EST or PST)
• Solutions-oriented mindset with a focus on full issue resolution
• High emotional intelligence with the ability to de-escalate customer concerns effectively
  

Nice-to-Have:

• Experience in fashion, apparel, lifestyle, or consumer goods brands
• Exposure to AI-powered support tools such as Sienna AI or similar platforms
• Experience supporting US-based customers or working with international teams
• Understanding of e-commerce operations including fulfillment, logistics, and returns management
• Experience working in a startup or high-growth e-commerce environment
  

This is an excellent opportunity for a customer-focused professional who thrives in a fast-paced online retail environment and is passionate about delivering exceptional customer experiences that drive brand loyalty and growth.