Customer Service Representative

We are looking for a customer-focused Customer Service Representative to provide fast, accurate support to our consumers across phone, email, and live chat.
This is a Tier 1 service role focused on resolving routine customer needs at first contact, including orders, subscriptions, payments, and account updates. More complex, sensitive, or unresolved cases will be escalated to our internal White Glove Customer Experience Advisors.
What You Will DoResolve routine consumer questions quickly and accurately through phone, email, live chat, and other support channels.
Support customers with:Phone, Chat and Email support roleOrder status, order changes, shipping questions, reships, returns, and refundsSubscription skips, swaps, cancellations, and upcoming-order questionsFailed payments and card-update outreachBilling and charge questionsRoutine account updates, including contact and shipping informationUse Shopify and related e-commerce tools to review orders, customer accounts, subscriptions, payments, and fulfillment clear, friendly, and accurate information on products, delivery timing, policies, and next steps.
Aim for first-contact resolution whenever possible while following established policies and service standards.
Document every customer interaction, action taken, and outcome clearly in the CRM or customer-service with fulfillment, operations, ecommerce, and internal teams to resolve routine order or delivery issues.
Identify cases that require additional expertise, sensitivity, or exception handling and elevate them promptly to the internal White Glove Customer Experience Advisors.
Flag recurring customer issues, process gaps, or site problems so the team can improve the overall customer experience.
Maintain current knowledge of our products, customer policies, systems, and service proceduresWhat You Bring3+ years of customer service, customer support, or contact-center experience, preferably in ecommerce, DTC, online retail, healthcare, wellness, or subscription-based business.
Strong experience using Shopify or similar ecommerce platforms. Experience with Recharge or subscription-management tools is a plus.
Ability to navigate order management, shipping, payment, and account-information systems with confidence.
Experience with customer retention and strong phone skills.
NetSuite experience is a plus.
Excellent written and verbal communication skills, with a warm, professional, and empathetic customer approach.
Strong problem-solving skills and sound judgment within defined policies and processes.
Ability to manage multiple customer conversations and tasks while maintaining accuracy and follow-through.
Experience using CRM, ticketing, live-chat, and customer-service tools.
Strong attention to detail, organization, and working independently in a remote environment while collaborating closely with an internal team.
A proactive mindset: able to spot patterns, raise issues, and suggest practical improvements.
QualificationsHigh school diploma or equivalent required.
Additional customer-service, ecommerce, or technical-support training is a plus.
Must have reliable internet access and a professional remote-work environment, and own device (dual monitor preferred) for work.
Work

Location:
RemoteWageBetween $4
- $6 USD/hour depending on the experienceSchedulesMonday
- Friday, 5:00am
- 2:00pm PSTMonday
- Friday, 8:00am
- 5:00pm PSTBenefitsPaid trainingJob SkillseCommerce & Shopping CartsCustomer ServiceCRM (Customer Relationship Management)