Customer Service Representative (EYP - PH)

Job description:

Position Summary

We are looking for a customer-focused Customer Service Representative to provide fast, accurate support to our consumers across phone, email, and live chat.

This is a Tier 1 service role focused on resolving routine customer needs at first contact, including orders, subscriptions, payments, and account updates. More complex, sensitive, or unresolved cases will be escalated to our internal White Glove Customer Experience Advisors.

The ideal candidate is calm, empathetic, detail-oriented, and comfortable working across Shopify and ecommerce support tools.

What You Will Do

Resolve routine consumer questions quickly and accurately through phone, email, live chat, and other support channels.

Support customers with:

• Phone, Chat and Email support role
• Order status, order changes, shipping questions, reships, returns, and refunds
• Subscription skips, swaps, cancellations, and upcoming-order questions
• Failed payments and card-update outreach
• Billing and charge questions
• Routine account updates, including contact and shipping information
• Use Shopify and related ecommerce tools to review orders, customer accounts, subscriptions, payments, and fulfillment status.
• Provide clear, friendly, and accurate information on products, delivery timing, policies, and next steps.
• Aim for first-contact resolution whenever possible while following established policies and service standards.
• Document every customer interaction, action taken, and outcome clearly in the CRM or customer-service platform.
• Partner with fulfillment, operations, ecommerce, and internal teams to resolve routine order or delivery issues.
• Identify cases that require additional expertise, sensitivity, or exception handling and escalate them promptly to the internal White Glove Customer Experience Advisors.
• Flag recurring customer issues, process gaps, or site problems so the team can improve the overall customer experience.
• Maintain current knowledge of our products, customer policies, systems, and service procedures

What You Bring

• 3+ years of customer service, customer support, or contact-center experience, preferably in ecommerce, DTC, online retail, healthcare, wellness, or subscription-based business.
• Strong experience using Shopify or similar ecommerce platforms. Experience with Recharge or subscription-management tools is a plus.
• Ability to navigate order management, shipping, payment, and account-information systems with confidence.
• Experience with customer retention and strong phone skills.
• NetSuite experience is a plus.
• Excellent written and verbal communication skills, with a warm, professional, and empathetic customer approach.
• Strong problem-solving skills and sound judgment within defined policies and processes.
• Ability to manage multiple customer conversations and tasks while maintaining accuracy and follow-through.
• Experience using CRM, ticketing, live-chat, and customer-service tools.
• Strong attention to detail, organization, and documentation.
• Comfortable working independently in a remote environment while collaborating closely with an internal team.
• A proactive mindset: able to spot patterns, raise issues, and suggest practical improvements.

Qualifications

• High school diploma or equivalent required.
• Additional customer-service, ecommerce, or technical-support training is a plus.
• Must have reliable internet access and a professional remote-work environment, and own device (dual monitor preferred) for work.

Wage

• Between $4 - $6 USD/hour depending on the experience

Schedules

• Monday - Friday, 5:00am - 2:00pm PST
• Monday - Friday, 8:00am - 5:00pm PST

Benefits:

• Paid training

Application Question(s):

• (REQUIREMENT) Please share the link to your 1-minute voice introduction here. Note that we won't process applications that doesn't have a voice intro.

Work Location: Remote