Customer Service Representative II

Ninja Partners LLC•Texas, US, TX

21d•Remote

About The Position

As a Customer Service Representative II, you’ll serve as an extension of the brand, handling customer interactions across multiple digital channels while ensuring high-quality service, accurate resolutions, and a consistent brand experience. You’ll work closely with the team to resolve customer concerns, support retention, identify trends, and proactively surface customer feedback that can help improve the overall customer experience.

Requirements

Strong e-commerce and DTC customer support experience
Proven experience handling escalations and complex customer concerns
Experience supporting VIP, high-value, or priority customers
Experience working in a fast-paced customer experience environment
Experience identifying customer trends and proactively surfacing feedback
Hands-on social media customer engagement experience is highly important
Experience responding to customer questions, comments, and concerns across social platforms
Excellent written English and strong communication skills
Ability to understand, adopt, and consistently mirror a brand's voice
Ability to communicate naturally while maintaining professionalism and empathy
Strong judgment and the ability to make thoughtful decisions when handling complex situations
Comfortable working with autonomy and minimal supervision
Strong problem-solving and critical-thinking skills
Ability to take ownership of customer concerns and see them through to resolution
Calm, empathetic, and professional when handling difficult customers or high-pressure situations

Nice To Haves

Experience with fashion, apparel, lifestyle, retail, or culturally driven DTC brands is highly preferred
Strong understanding of e-commerce customers and their expectations
Ability to represent a brand authentically and build meaningful customer relationships
Experience with customer support and e-commerce platforms is preferred, particularly: Gorgias – current customer support platform, Gladly – familiarity is a plus, as the campaign may transition to Gladly, Shopify, Fulfillment, inventory, or order management platforms, Social media platforms and customer engagement tools, Email and ticketing platforms, Live chat platforms, Remote communication and collaboration tools

Responsibilities

Provide customer support through email, live chat, and social media
Respond to customer inquiries promptly, professionally, and thoughtfully
Deliver knowledgeable, personalized, and brand-appropriate customer service
Maintain a consistent tone and voice across all customer interactions
Build genuine connections with customers while representing the brand authentically
Handle escalations and complex customer situations with confidence, empathy, and good judgment
Support VIP and high-value customers with a high level of care and attention
Research customer concerns and provide accurate, effective solutions
Take ownership of issues from initial contact through resolution
Escalate complex or sensitive concerns appropriately
Identify recurring issues and customer trends that may require operational attention
Engage with customers through social media and respond to customer questions, comments, and concerns
Represent the brand appropriately across social channels
Adapt communication based on the customer, platform, and situation
Maintain a strong understanding of the brand's customer demographic
Create positive, personalized interactions that strengthen customer loyalty
Consistently understand and mirror the brand voice across all channels
Create meaningful customer experiences that feel authentic to the brand
Support customer retention and overall satisfaction
Recognize opportunities to turn challenging customer interactions into positive experiences
Proactively share customer feedback, trends, and insights with the team
Meet campaign KPIs, quality standards, and service-level expectations
Maintain accuracy and attention to detail across all customer interactions
Follow client processes, policies, workflows, and brand guidelines
Work effectively with internal teams and client stakeholders
Operate independently and take ownership of customer concerns
Exercise sound judgment when making customer-focused decisions
Adapt to changing processes, priorities, systems, and campaign requirements