Customer Service Representative

This is a remote position.

Our client is looking for a Customer Service Representative to join their growing remote team and take ownership of delivering an exceptional customer experience. They are a cultural lifestyle brand creating innovative home products inspired by South Asian traditions and designed for a global audience. After a successful growth period driven by strong customer demand, they are continuing to expand their operations while building a long-term brand focused on quality and community.

This is a full-time opportunity for a customer-focused professional who enjoys solving problems, communicating with customers, and helping build processes from the ground up. The ideal candidate is someone who can provide thoughtful and human support across multiple channels, remain calm under pressure, and contribute ideas that improve the overall customer experience.

The Customer Service Representative will manage daily customer interactions, including product questions, order concerns, shipping updates, returns, and troubleshooting requests. They will work closely with the Customer Support & Supply Chain Lead and collaborate with internal teams and external partners to ensure customers receive timely and effective solutions.

Responsibilities

• Manage customer inquiries through email, chat, and social media channels using customer support platforms such as Gorgias.
  
• Assist customers with orders, shipping questions, returns, product concerns, and general inquiries.
  
• Create responses that reflect the company’s brand voice: friendly, clear, confident, and personalized.
  
• Troubleshoot product-related issues using internal guides and documentation, escalating technical or warranty cases when necessary.
  
• Coordinate with logistics and supply chain partners to resolve delivery issues and keep customers updated.
  
• Support the creation and improvement of customer service resources, including playbooks, response templates, and knowledge bases.
  
• Identify recurring customer concerns, product feedback, and trends to share insights with the broader team.
  
• Help improve internal support processes as the company continues scaling.
  

Requirements

• Previous experience (2 -3 years) in customer service, customer support, or a similar customer-facing role with e-comerce brands.
  
• Experience supporting customers for e-commerce, direct-to-consumer, or online retail brands is highly preferred.
  
• Strong written English skills with the ability to communicate clearly, naturally, and professionally.
  
• Ability to manage customer conversations with empathy while maintaining efficiency and accuracy.
  
• Comfortable using helpdesk or customer support software.
  
• Strong problem-solving skills and the ability to stay composed when handling challenging customer situations.
  
• Ability to work independently in a remote environment with regular communication and check-ins.
  

Qualifications

• Experience working with platforms such as Gorgias, Zendesk, Freshdesk, Intercom, or similar customer support tools.
  
• Strong attention to detail when managing orders, customer requests, and troubleshooting cases.
  
• Excellent written communication skills and the ability to adapt tone depending on the situation.
  
• Self-motivated, organized, and comfortable taking ownership of responsibilities.
  
• Interest in cultural products, home goods, cooking, or global lifestyle brands is a plus, but not required.
  

Benefits