Contract Period:
3-month initial contract with potential transition to part-time permanent employment Position:
Customer Service Representative Reporting Structure:
Reports directly to COO Work Arrangement:
Remote position Time Commitment:
15-20 hours per week with flexible scheduling (weekends not required) Customer Support Operations
The Contractor will provide comprehensive customer service support including: Ticket Management and Customer Communications
Monitor, prioritize, and respond to all assigned customer service tickets within Gorgias platform Handle customer inquiries across email, social media platforms, and telephone as needed Process order modifications, returns, refunds, and shipping inquiries across omni-channel platforms Create and manage ticket tags and views to optimize workflow prioritization Provide proactive customer solutions and elevate complex issues to CX Manager following established protocols Order and Inventory Coordination
Communicate inventory status, backorders, and availability issues with E-Commerce Manager and warehouse operations team Process special orders for influencer and affiliate program participants Maintain accurate interaction records and order updates Reporting and Communication
The Contractor will maintain regular communication and reporting schedules: Daily Reporting:
Provide daily status updates to the broader operations team Weekly Team Participation:
Attend weekly meetings with CX team, E-Commerce Manager, and Operations Manager to present ticket analytics by category and tag Marketing Coordination:
Monitor promotional campaigns, newsletter schedules, and marketing events that may impact customer service requirements Performance Standards
Maintain professional communication standards across all customer touch points Demonstrate proactive problem-solving approach to customer needs Collaborate effectively with cross-functional teams including warehouse, e-commerce, operations, and marketing Contract Terms Summary
This scope of work defines the service expectations for the initial 3-month contract period, with transition to permanent part-time employment on or before 90 days based on performance evaluation. The position has potential for growth to full-time with increased responsibilities over time. Scope of responsibilities may expand with business growth and operational needs.
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3-month initial contract with potential transition to part-time permanent employment Position:
Customer Service Representative Reporting Structure:
Reports directly to COO Work Arrangement:
Remote position Time Commitment:
15-20 hours per week with flexible scheduling (weekends not required) Customer Support Operations
The Contractor will provide comprehensive customer service support including: Ticket Management and Customer Communications
Monitor, prioritize, and respond to all assigned customer service tickets within Gorgias platform Handle customer inquiries across email, social media platforms, and telephone as needed Process order modifications, returns, refunds, and shipping inquiries across omni-channel platforms Create and manage ticket tags and views to optimize workflow prioritization Provide proactive customer solutions and elevate complex issues to CX Manager following established protocols Order and Inventory Coordination
Communicate inventory status, backorders, and availability issues with E-Commerce Manager and warehouse operations team Process special orders for influencer and affiliate program participants Maintain accurate interaction records and order updates Reporting and Communication
The Contractor will maintain regular communication and reporting schedules: Daily Reporting:
Provide daily status updates to the broader operations team Weekly Team Participation:
Attend weekly meetings with CX team, E-Commerce Manager, and Operations Manager to present ticket analytics by category and tag Marketing Coordination:
Monitor promotional campaigns, newsletter schedules, and marketing events that may impact customer service requirements Performance Standards
Maintain professional communication standards across all customer touch points Demonstrate proactive problem-solving approach to customer needs Collaborate effectively with cross-functional teams including warehouse, e-commerce, operations, and marketing Contract Terms Summary
This scope of work defines the service expectations for the initial 3-month contract period, with transition to permanent part-time employment on or before 90 days based on performance evaluation. The position has potential for growth to full-time with increased responsibilities over time. Scope of responsibilities may expand with business growth and operational needs.
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