Customer Service Representative - 58905773867

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

Job Overview:

We’re helping our client find a Customer Service Representative to join their fast-growing US-based apparel e-commerce brand. In this role, you will serve as the frontline of the customer experience, handling end-to-end customer support across multiple channels while ensuring every interaction reflects the brand’s tone, values, and commitment to excellence.

You will play a key role in managing customer inquiries, resolving order issues, and delivering fast, accurate, and empathetic support, while contributing to continuous improvements in processes, workflows, and customer experience quality.

Responsibilities:

• Own the full customer support lifecycle from initial contact through to resolution across email, live chat, and other support channels
• Handle customer inquiries including order issues, shipping updates, returns, exchanges, refunds, and product-related 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 information
• Leverage Sienna AI or similar tools to streamline workflows and enhance customer interactions
• Identify recurring customer pain points and escalate insights to internal teams for improvement
• Maintain accurate and detailed records of all customer interactions and resolutions
• Ensure all communication aligns with the brand’s voice, tone, and values
• Collaborate with operations and fulfillment teams to resolve complex customer issues
• Contribute to internal knowledge base articles and response templates to improve support efficiency

Requirements:
Must-Have:

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

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
• Exposure to broader e-commerce operations such as fulfillment, logistics, or returns management
• Experience in startup or high-growth e-commerce environments