Customer Service

Position Overview We are seeking a Customer Service Representative to support a growing Ecommerce team. This role is responsible for delivering an exceptional customer experience throughout the direct-to-consumer (DTC) order lifecycle. The ideal candidate is customer-focused, detail-oriented, and experienced in ecommerce customer support, with the ability to resolve issues, improve processes, and drive customer satisfaction and retention.

Key Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and escalate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post-purchase customer engagement initiatives, including reviews, retention efforts, and user-generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• 3+ years of customer service experience, preferably supporting DTC ecommerce, apparel, lifestyle, or consumer products brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.
• Strong organizational, multitasking, and time management skills.
• Ability to manage high inquiry volumes while maintaining exceptional service standards.
• Experience analyzing customer feedback and identifying process improvements.
• Customer-first mindset with strong problem-solving abilities.

Desired Skills & Attributes

• Strong sense of ownership and accountability.
• Collaborative team player who works effectively across departments.
• Adaptable and able to thrive in a fast-paced environment.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Passion for delivering exceptional customer experiences and building customer loyalty.

Opportunity for long-term career growth and potential conversion to a full-time employee. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.