Remote Customer Service Representative (eCommerce)

Introduction

Are you passionate about connecting with people and solving problems? As a Remote Customer Service Representative, you’ll play an essential role in shaping how our customers experience our eCommerce brand. This role offers more than a desk job—it provides a place to grow, be heard, and make a difference from wherever you are. If you enjoy communicating clearly, working autonomously, and creating positive moments in every conversation, we’d love to meet you. Our customers rely on thoughtful, reliable interactions—your work will be central to delivering those moments.

Key Responsibilities

Customer Interaction

• Provide responsive, respectful service via email, live chat, and social platforms.
• Address questions related to products, orders, payments, subscriptions, and returns.
• Help customers track deliveries, manage exchanges, and resolve shipment issues.
• Engage with customers to offer proactive solutions that anticipate their needs.

Problem Solving & Order Management

• Troubleshoot account concerns and resolve transaction or delivery discrepancies.
• Coordinate with warehouse and logistics teams to fulfill customer needs quickly and efficiently.
• Maintain accurate internal records using CRM systems and internal support tools.
• Identify and report product or process inefficiencies to improve customer outcomes.

Cross-Functional Collaboration

• Share customer feedback with product and operations teams to enhance service offerings.
• Suggest updates to documentation and FAQs based on recurring support trends.
• Participate in virtual team discussions to support service initiatives and brainstorm solutions.
• Support ongoing customer satisfaction projects and internal quality initiatives.

What Success Looks Like

Success in this role means consistently helping customers feel supported, valued, and understood. Metrics such as customer satisfaction ratings (CSAT), first-response resolution rate, and positive feedback directly reflect your contribution. Your ability to turn daily inquiries into moments of connection builds long-term loyalty. Every interaction should feel personal, efficient, and reflective of our brand’s promise.

Work Environment

This is a fully remote position that offers flexibility while keeping you engaged with a high-performing global team. You'll have a designated manager and team leads who provide guidance, training, and real-time support. Your workspace will be wherever you feel most productive—be it your home office, a co-working space, or a quiet corner. Our tech-enabled structure ensures smooth communication, project alignment, and regular feedback.

Tools and Technology

To deliver exceptional service, we use an integrated suite of digital tools:

• Zendesk and Gorgias: for managing multichannel support interactions.
• Shopify: for tracking orders, processing refunds, and checking inventory status.
• Slack, Zoom, and Google Meet: for collaboration and quick check-ins.
• Google Workspace, Notion, and Asana: for documentation and workflow coordination.

Familiarity with these tools is helpful, though we offer complete training. What matters most is your ability to adapt quickly and utilize technology to better serve your customers.

Skills and Qualifications

Communication and Service

• Minimum one year of customer support experience, ideally in an e-commerce or digital service setting.
• Excellent written English with a warm, clear, and professional tone.
• Empathetic mindset and the ability to remain patient under pressure.
• Confident decision-making abilities when handling time-sensitive or complex issues.

Technical and Organizational Abilities

• Strong multitasking skills in fast-paced environments.
• Ability to learn and navigate support tools, ticket systems, and backend platforms.
• Self-motivated and accountable, with excellent time management.
• A quiet workspace with reliable high-speed internet and a headset.

Opportunities for Growth

This position serves as a foundational step in your career. We actively promote from within and offer multiple advancement paths:

• Senior Customer Experience Specialist: guides new reps and handles escalations.
• Training Coordinator or Onboarding Specialist: helps shape the next generation of team members.
• CX Operations Analyst or Team Lead: influence support strategy and process improvements.

You’ll have access to monthly development sessions, stretch projects, and 1:1 career coaching. Our goal is to help you achieve not just success in your current role but long-term professional growth.

How You Support Our Mission

We’re on a mission to redefine what excellent customer service looks like in the e-commerce space. As a Customer Service Representative, you’re a brand ambassador. Every thoughtful response, every solved issue, and every delighted customer strengthens our community. Whether it’s turning around a frustrating order situation or guiding a first-time shopper, your work helps build a customer-centric culture. Our mission depends on people like you—empathetic, informed, and proactive.

Salary and Compensation

This opportunity is accompanied by a yearly compensation of $45,386. In addition to base pay, employees receive:

• Quarterly bonuses are tied to performance and customer feedback.
• Enrollment in paid virtual learning and certification programs.
• A wellness allowance to enhance your remote office setup and work-life balance.
• Paid time off and options for flexible scheduling.

We believe in acknowledging outstanding work and ensuring that each team member feels valued through fair and thoughtful compensation.

Why Join Us

Joining our team means joining a company that believes in collaboration, innovation, and purpose. We’re remote-first, but never disconnected. We work hard, celebrate wins, and support each other every step of the way. You’ll have the opportunity to grow in a supportive environment that respects balance, encourages ideas, and promotes equity. This isn’t just a job—it’s your next move toward a thriving career in digital service.

Call to Action

If you believe in the power of communication, enjoy solving challenges, and want to make a real impact from wherever you are, this role is for you. Apply today to become our next Remote Customer Service Representative. Your ideas, dedication, and voice will help shape the future of our customer experience—and we can’t wait to hear from you.