Customer Service Representative (3 month contract)

We're seeking a detail-oriented and proactive Customer Support Representative to support day-to-day customer service operations for two consumer brands in the e-commerce space. This role involves managing customer inquiries, resolving order and fulfillment issues, handling product warranty and replacement cases, and identifying opportunities to improve support processes. The ideal candidate has strong written English skills, excellent follow-through, and a process-minded approach to customer service.

Duties and Responsibilities

• Respond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.
• Look up and update orders in Shopify, including order status, sizing exchanges and replacements.
• Track shipments and resolve fulfillment issues in the ShipBob portal.
• Handle warranty, damage and replacement cases end to end, snoozing tickets to follow up until each is resolved.
• File chargeback claims through the Shopify chargeback app.
• Use existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.
• Coordinate with the manager and team over Slack.
• Process Improvement and SOP Ownership: Spot recurring issues and suggest fixes that cut ticket volume or response time.

Requirements

• Prior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.