Customer Service Representative
About The Position
We are seeking a customer-focused Customer Service Representative to join a fast-paced E-Commerce team supporting a growing direct-to-consumer business. This is an excellent opportunity for someone who enjoys creating exceptional customer experiences while working behind the scenes to ensure orders, returns, exchanges, and customer concerns are handled smoothly from start to finish. You’ll serve as an important voice of the customer, supporting consumers across email, phone, chat, and SMS while partnering closely with E-Commerce, warehouse, logistics, and operations teams. Beyond answering customer questions, you’ll help identify recurring trends, improve processes, protect revenue through thoughtful saved-sale conversations, and strengthen overall customer loyalty. This position is initially part-time, with the possibility of converting to a full-time employee.
Requirements
- 3+ years of customer service experience, ideally within DTC e-commerce, apparel, retail, consumer products, or lifestyle brands
- High school diploma or equivalent required
- Strong Shopify experience
- Proficiency with Excel
- Excellent written and verbal communication skills
- Strong organizational, prioritization, and time-management abilities
- Ability to confidently manage a high volume of customer inquiries, particularly during peak periods
- A customer-first mindset with a strong focus on retention, loyalty, and delivering an excellent experience
- Ability to identify trends within customer feedback and translate those insights into potential process improvements
- Collaborative, proactive approach with a strong sense of ownership
- Ability to remain calm, flexible, and solutions-oriented in a fast-moving e-commerce environment
Nice To Haves
- Bachelor's degree preferred
- Experience using Gorgias for e-commerce customer service
- Experience working within a DTC apparel, fashion, lifestyle, or consumer brand
- Familiarity with Klaviyo
- Experience with Return Rabbit or similar returns-management platforms
- Familiarity with AI-powered productivity or customer service tools
- Experience reporting on customer service metrics, ticket trends, and customer feedback
Responsibilities
- Manage direct-to-consumer orders throughout the full order lifecycle, from receipt and fulfillment coordination through delivery resolution
- Provide timely, thoughtful, and brand-aligned customer support across email, phone, chat, and SMS
- Handle returns, exchanges, and cancellations while looking for opportunities to retain customers and save sales
- Manage customer service activity within Gorgias, including workflows, macros, tags, routing rules, and performance reporting
- Partner with warehouse, logistics, and operations teams to quickly resolve fulfillment and delivery issues
- Help maintain and improve customer service policies and processes with a focus on customer experience and retention
- Identify recurring customer concerns and provide Voice-of-Customer insights to the E-Commerce and Marketing teams
- Prepare weekly reporting around ticket volume, customer themes, escalations, saved-sale results, and opportunities for process improvement
- Support post-purchase customer engagement, including review solicitation and user-generated content initiatives
- Escalate product, website, and fulfillment issues with the appropriate context and data to support quick resolution
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
