Customer Service Representative (SO - 09042026 - FTCSR)

Position: Customer Service Representative Number of hours: 48 hours/week Schedule: - Monday – Sunday: 8:00 AM – 4:00 PM PST - During product launches, chat may open 1 hour earlier - During site-wide sales, chat coverage may extend from 5:00 AM – 7:00 PM PT - Flexibility to support weekends and peak periods is highly valued Key Responsibilities - Handles an average of 5,500 inbound customer support tickets per month across email, live chat, and messaging channels, with higher volumes during product launches and site-wide sales. - Respond to product inquiries, order management requests, and reward program questions. - Manage returns and exchanges, including warranty and defect-related concerns. - Assist with tracking requests, delivery status inquiries, and lost shipment claims. - Update and manage orders in Shopify, including address changes and cancellations. - Ensure all interactions are brand-aligned, professional, and customer-focused - Meet or exceed targets for CSAT, first response time, and resolution time. - Maintain accurate documentation and updates in Gorgias and internal tracking tools. - Support volume surges during sales, launches, weekends, and special campaigns. - Collaborate with internal teams to ensure operational continuity and issue resolution. Qualifications - Proven experience as a Customer Service Representative in ecommerce. - Strong written English communication skills with a customer-first mindset. - Experience handling high ticket volumes in a fast-paced environment. - Familiarity with order management, returns, and shipping-related inquiries. - Ability to remain calm, accurate, and professional during peak volume periods. - Strong attention to detail and ability to follow workflows and SOPs. - Comfortable working weekends, extended hours, or fluctuating schedules when needed. - Experience with Gorgias, Shopify, or similar platforms is a strong advantage. Tools & Technology Experience with or the ability to quickly learn the following tools is essential: - Shopify – order and customer management - Loop – returns and exchanges - Gorgias – ticketing, live chat, and messaging - Wonderment - Google Workspace – Google Sheets and Docs for reporting and documentation Originally posted on Himalayas