Customer Service Representative (SO-01292026-FTCSR)

Position: Customer Service Representative Number of hours: 40 hours/week Schedule: Monday – Sunday: 8:00 AM – 4:00 PM PT During product launches , chat may open 1 hour earlier During site-wide sales , chat coverage may extend from 5:00 AM – 7:00 PM PT Flexibility to support weekends and peak periods is highly valued Key Responsibilities Handle inbound customer support tickets across email, live chat, and messaging platforms. Respond to product inquiries , order management requests , and reward program questions. Manage returns and exchanges , including warranty and defect-related concerns. Assist with tracking requests, delivery status inquiries, and lost shipment claims. Update and manage orders in Shopify , including address changes and cancellations. Ensure all interactions are brand-aligned, professional, and customer-focused Meet or exceed targets for CSAT, first response time, and resolution time. Maintain accurate documentation and updates in Gorgias and internal tracking tools. Support volume surges during sales, launches, weekends, and special campaigns. Collaborate with internal teams to ensure operational continuity and issue resolution. Qualifications Proven experience as a Customer Service Representative in ecommerce. Strong written English communication skills with a customer-first mindset. Experience handling high ticket volumes in a fast-paced environment. Familiarity with order management, returns, and shipping-related inquiries. Ability to remain calm, accurate, and professional during peak volume periods. Strong attention to detail and ability to follow workflows and SOPs. Comfortable working weekends, extended hours, or fluctuating schedules when needed. Experience with Gorgias, Shopify, or similar platforms is a strong advantage. Tools & Technology Experience with or the ability to quickly learn the following tools is essential: Shopify – order and customer management Loop – returns and exchanges Gorgias – ticketing, live chat, and messaging Google Workspace – Google Sheets and Docs for reporting and documentation