Overview
We are looking for a motivated and empathetic Customer Service Representative to join our growing team. You will serve as the voice of the company, providing timely, accurate and friendly assistance to customers across phone, email and chat channels. This position requires strong communication skills, attention to detail, and the ability to manage multiple tasks while maintaining a calm, customer-first attitude. The ideal candidate will use active listening to diagnose issues, apply appropriate solutions, and escalate complex cases to specialty teams when necessary.
Responsibilities
Respond to inbound customer inquiries via phone, email, and live chat, delivering clear and helpful information.
Troubleshoot product and service issues by asking concise diagnostic questions and following established procedures.
Process orders, returns, refunds, and exchanges accurately using our CRM and order management systems.
Document interactions thoroughly with relevant details, outcomes, and follow-up actions to maintain a reliable knowledge base.
Escalate unresolved or high-priority issues to supervisors or technical teams, providing context and suggested next steps.
Monitor service metrics and customer feedback to identify recurring problems and propose improvements to workflows or documentation.
Participate in training sessions and contribute to ongoing refinement of support tools and processes.
Build rapport with customers by demonstrating empathy, ownership, and a commitment to resolving their concerns.
Meet individual and team performance targets for responsiveness, resolution time, and customer satisfaction.
Qualifications
Minimum of 1-2 years of experience in a customer-facing or support role; experience with e-commerce, SaaS, or retail preferred.
High school diploma or equivalent required; associate degree or higher is a plus.
Proficiency with customer support platforms, CRMs, and ticketing systems; experience with Zendesk, Freshdesk, Salesforce, or similar tools is advantageous.
Strong written and verbal communication skills with exceptional grammar and clarity.
Demonstrated problem-solving ability and comfort following documented procedures while adapting to new situations.
Excellent time management skills and the ability to prioritize tasks in a fast-paced environment.
Ability to remain patient and professional under pressure and handle difficult conversations with diplomacy.
Flexible schedule availability, including occasional evenings or weekends if required by business needs.
Desired Skills
Empathy and active listening, with the capacity to translate customer needs into actionable solutions.
Technical aptitude sufficient to troubleshoot basic product issues, guide customers, and interpret logs or error messages.
Multitasking skills — manage multiple chat windows or tickets concurrently without sacrificing accuracy.
Strong organizational skills and attention to detail for accurate data entry and documentation.
Team player mentality with a willingness to learn, share knowledge, and support colleagues.
Experience speaking additional languages is a plus.
What We Offer
Competitive salary with performance-based bonuses and opportunities for career advancement.
Health, dental, and vision insurance, flexible paid time off, and retirement savings plan options.
Comprehensive onboarding and ongoing training, with mentorship from senior team members.
A collaborative, inclusive company culture that values feedback, continuous improvement, and employee wellbeing.
Equipment stipend, remote work flexibility or hybrid office options depending on location, and regular team events.
Why You’ll Succeed Here Our ideal Customer Service Representative is naturally inquisitive, resilient, and genuinely motivated to help others. You will thrive by combining empathy with process discipline, using available tools to diagnose and resolve issues efficiently while contributing ideas to improve the customer experience. This role offers a meaningful opportunity to influence product direction and operational quality by sharing customer insights with internal teams.
How To Apply Please submit a resume and a brief cover letter detailing your customer service experience and one example of a time you turned around a challenging customer interaction. Include your availability and desired salary range. Candidates who meet the requirements will be contacted for an initial phone screen followed by a virtual interview and practical support exercise.
Beyond the core duties, this position will involve periodic collaboration with product and engineering teams to replicate customer-reported bugs and validate fixes, contributing clear reproduction steps and customer context. You will be expected to participate in weekly cross-functional reviews to surface trends, contribute to the support knowledge base by authoring and updating articles, and assist in building self-service resources that reduce repeat contacts. Over time you will own specific operational improvements such as drafting escalation matrices, refining categorization tags for faster routing, or designing simple automations to streamline repetitive tasks.
The role may also include mentoring new hires, delivering small training sessions, and representing the voice of the customer in product planning meetings. We encourage continuous learning: you should propose measurable targets for reducing handle time and improving first-contact resolution, track progress using available dashboards, and celebrate wins with the team. Candidates who demonstrate leadership potential will be considered for senior support or operations roles. We prioritize psychological safety, open feedback, and measurable outcomes, and expect that you will engage constructively with peers to sustain high morale and consistent service quality. Apply today.
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Responsibilities
Respond to inbound customer inquiries via phone, email, and live chat, delivering clear and helpful information.
Troubleshoot product and service issues by asking concise diagnostic questions and following established procedures.
Process orders, returns, refunds, and exchanges accurately using our CRM and order management systems.
Document interactions thoroughly with relevant details, outcomes, and follow-up actions to maintain a reliable knowledge base.
Escalate unresolved or high-priority issues to supervisors or technical teams, providing context and suggested next steps.
Monitor service metrics and customer feedback to identify recurring problems and propose improvements to workflows or documentation.
Participate in training sessions and contribute to ongoing refinement of support tools and processes.
Build rapport with customers by demonstrating empathy, ownership, and a commitment to resolving their concerns.
Meet individual and team performance targets for responsiveness, resolution time, and customer satisfaction.
Qualifications
Minimum of 1-2 years of experience in a customer-facing or support role; experience with e-commerce, SaaS, or retail preferred.
High school diploma or equivalent required; associate degree or higher is a plus.
Proficiency with customer support platforms, CRMs, and ticketing systems; experience with Zendesk, Freshdesk, Salesforce, or similar tools is advantageous.
Strong written and verbal communication skills with exceptional grammar and clarity.
Demonstrated problem-solving ability and comfort following documented procedures while adapting to new situations.
Excellent time management skills and the ability to prioritize tasks in a fast-paced environment.
Ability to remain patient and professional under pressure and handle difficult conversations with diplomacy.
Flexible schedule availability, including occasional evenings or weekends if required by business needs.
Desired Skills
Empathy and active listening, with the capacity to translate customer needs into actionable solutions.
Technical aptitude sufficient to troubleshoot basic product issues, guide customers, and interpret logs or error messages.
Multitasking skills — manage multiple chat windows or tickets concurrently without sacrificing accuracy.
Strong organizational skills and attention to detail for accurate data entry and documentation.
Team player mentality with a willingness to learn, share knowledge, and support colleagues.
Experience speaking additional languages is a plus.
What We Offer
Competitive salary with performance-based bonuses and opportunities for career advancement.
Health, dental, and vision insurance, flexible paid time off, and retirement savings plan options.
Comprehensive onboarding and ongoing training, with mentorship from senior team members.
A collaborative, inclusive company culture that values feedback, continuous improvement, and employee wellbeing.
Equipment stipend, remote work flexibility or hybrid office options depending on location, and regular team events.
Why You’ll Succeed Here Our ideal Customer Service Representative is naturally inquisitive, resilient, and genuinely motivated to help others. You will thrive by combining empathy with process discipline, using available tools to diagnose and resolve issues efficiently while contributing ideas to improve the customer experience. This role offers a meaningful opportunity to influence product direction and operational quality by sharing customer insights with internal teams.
How To Apply Please submit a resume and a brief cover letter detailing your customer service experience and one example of a time you turned around a challenging customer interaction. Include your availability and desired salary range. Candidates who meet the requirements will be contacted for an initial phone screen followed by a virtual interview and practical support exercise.
Beyond the core duties, this position will involve periodic collaboration with product and engineering teams to replicate customer-reported bugs and validate fixes, contributing clear reproduction steps and customer context. You will be expected to participate in weekly cross-functional reviews to surface trends, contribute to the support knowledge base by authoring and updating articles, and assist in building self-service resources that reduce repeat contacts. Over time you will own specific operational improvements such as drafting escalation matrices, refining categorization tags for faster routing, or designing simple automations to streamline repetitive tasks.
The role may also include mentoring new hires, delivering small training sessions, and representing the voice of the customer in product planning meetings. We encourage continuous learning: you should propose measurable targets for reducing handle time and improving first-contact resolution, track progress using available dashboards, and celebrate wins with the team. Candidates who demonstrate leadership potential will be considered for senior support or operations roles. We prioritize psychological safety, open feedback, and measurable outcomes, and expect that you will engage constructively with peers to sustain high morale and consistent service quality. Apply today.
#J-18808-Ljbffr