Senior Customer Service Agent, NYT Wirecutter (Temporary)

The New York Times • New York, NY

14h • Hybrid

About The Position

Wirecutter, a New York Times company, is the premier product recommendation service dedicated to rigorously testing and reviewing products to help readers make the best decisions for their lives. Building on our mission of trust and utility, the Wirecutter Store (wirecutterstore.nytimes.com) is our dedicated e-commerce destination, offering our audience for purchase a highly-curated selection of the exceptional products we recommend. As we approach our busiest time of the year (Q4/Holiday Season), we are looking for two experienced Senior Temporary Customer Service Agents to join our team. You will be the customer-facing voice of the Wirecutter Store. You will ensure that our customers receive the same level of care, clarity, and reliability that they expect from Wirecutter's editorial recommendations. You will report directly to the Ecommerce Operations Director. You will work with our Customer Experience Manager to resolve inquiries, refine support processes, and improve our helpdesk operations during the peak holiday shopping rush.

Requirements

• At least 5 years, as a senior or lead customer service representative.
• At least 5 years of experience interpreting and responding to customer requests with impeccable grammar and empathy. Must respond quickly to live chat inquiries without sacrificing quality.
• At least 2 years of experience with Shopify, Gorgias, and Loop Returns.
• At least 1 year of experience working with AI chat tools, managing live chat queues, creating macros, configuring auto-responses, and performing advanced administrative tasks within Gorgias.
• At least 3 years of experience in a high-volume retail environment, meeting strict response time expectations during peak season.
• You will work in-office during the Monday–Friday business week, with the flexibility to work from home on weekends during peak volume weeks.

Nice To Haves

• 3 years of experience working with drop-ship retailers.

Responsibilities

• Provide customer support across our primary communication channels: email and chat.
• Manage inquiries coming through our email and AI chat systems, providing rapid, real-time responses to customers and take over complex issues that require a human touch.
• Resolve inquiries regarding order status, product information, shipping, and returns.
• Process returns using Loop Returns, ensuring accurate refunds and inventory tracking.
• Guide communication between the store and our external supply partners, investigating and escalating complex fulfillment, shipping, or product inquiries to ensure rapid resolution for the customer.
• Navigate and use our ecommerce tech platforms at an expert level, specifically Shopify, Gorgias (including live chat and AI automation features), and Loop Returns.
• Collaborate with the Customer Experience Manager to identify trending customer issues and suggest operational improvements.
• Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.

What This Job Offers

• Job Type: Part-time
• Career Level: Senior
• Education Level: No Education Listed