CX Social Representative

Comfrt

3d•Remote

About The Position

The CX Social Representative provides hands-on support across Comfrt's TikTok Shop (TTS) ecosystem, focusing on after-sales care including refund-only requests, returns, exchanges, cancellations, and dispute resolution. Representatives ensure SOP compliance, maintain accurate tracker upkeep, and proactively flag risk issues to drive customer satisfaction and protect platform health. Responsibilities may flex to include live chat support as business needs and individual development evolve.

Requirements

Strong written communication with the ability to follow tone, templates, and macros precisely
Prior experience in customer support or ecommerce preferred
High attention to detail when handling inquiries, case categorization, and order-related issues
Ability to learn and apply SOPs quickly and follow them consistently
Comfortable navigating multiple platforms simultaneously (Gorgias, TikTok Shop Seller Center, ecommerce dashboards, internal trackers)
Strong organizational habits for maintaining logs, trackers, and case documentation
Problem-solving mindset with clear judgment around when to escalate
Able to manage a steady volume of work in a fast-paced environment
Empathetic communicator who thrives in a customer-facing environment
Curious and proactive, with a genuine interest in growing within ecommerce and digital CX
Calm under pressure and consistent with high-volume or repetitive tasks
Reliable, punctual, and accountable in meeting daily responsibilities
Comfortable making judgment calls within SOP boundaries
Strong sense of ownership and follow-through
Team-oriented with a willingness to support broader CX goals

Responsibilities

Manage after-sales cases including refund-only (RO) requests, chargebacks, and disputes with accurate resolution type selection
Submit and track claims with fulfillment partners for lost, damaged, or delayed shipments
Monitor and respond to product reviews with appropriate tone
Resolve standard cases including shipping issues, refunds, returns, exchanges, cancellations, and tracking and delay inquiries
Identify and escalate red-flag cases including platform risk issues, fraud and policy abuse, high-dollar disputes, damages outside policy, and anything with potential impact to TTS performance scores
As business needs require, respond to real-time customer inquiries through TikTok Shop Seller Center and/or Gorgias using approved macros and SOPs within SLA
Follow SOPs accurately and consistently across all case types and platforms
Provide actionable feedback on unclear or outdated SOPs to support continuous improvement
Maintain internal trackers with complete, accurate information across defects, complaints, delays, and escalations
Participate in weekly check-ins to review performance, share learnings, and align on process updates
Engage in ongoing coaching and ad hoc training sessions to maintain consistency across the team
Share customer insights regularly to help identify trends and refine workflows