Customer Service Representative (Ecommerce)

TL;DR

Customer Service Representative (Ecommerce): Providing high-quality support via phone, email, and live chat to resolve customer concerns and process orders with an accent on empathy and efficient problem-solving. Focus on enhancing the customer experience through accurate CRM documentation and meeting strict quality KPIs.

Location: Remote (Must be based in the United States)

Salary: $17.62 - $25.19 per hour (depending on geographic tier)

Company

A design marketplace that empowers a community of independent artists to sell and scale their work to a global audience.

What you will do

• Respond to customer inquiries via phone, email, and live chat according to company policies.
• Provide support regarding products, promotions, and order processing, including design customization.
• Identify and escalate priority issues requiring immediate attention.
• Thoroughly document all customer interactions within the CRM.
• Collaborate with leadership to identify and implement improvements for the customer experience.
• Maintain high standards of quality and productivity based on established KPIs.

Requirements

• Bachelor’s degree or equivalent professional work experience.
• 1+ years of experience in customer-facing roles (premium brand experience preferred).
• Excellent written and verbal communication skills.
• Ability to work a flexible schedule, including evenings and weekends.
• Comfortable using various technology systems and software.

Nice to have

• Experience with Salesforce or other CRM software.
• Familiarity and experience within the eCommerce industry.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision benefits.
• Employer-funded Health Savings Account (HSA) and 401(k) retirement plan.
• Paid Time Off, Sick Leave, and Paid Parental Leave.
• 10 Paid Holidays per year.
• Monthly Gym/Wellness reimbursement.
• Employee and Friends & Family discounts.