Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• You will serve as the main point of contact for 2Modern customers throughout the entire post-purchase experience, addressing order status, delivery coordination, returns, damages, vendor follow-ups, and more.

• Our clientele consists of individual consumers as well as trade professionals (designers, architects, stagers) who are making thoughtful and often substantial purchases, holding us to a high standard.

• You will utilize Zendesk, collaborate with our logistics and operations teams, and apply sound judgment to resolve issues in a manner that upholds customer relationships and reflects the high standards our brand embodies.

• Customer communication will occur via email, phone, and chat throughout the post-purchase journey, delivered with a tone that is warm, precise, and composed.

• Conduct order research, track shipments, and follow up on deliveries with carriers and vendors, employing proactive communication that anticipates customer inquiries before they arise.

• Handle damage claims, return authorizations, and order cancellations accurately, efficiently, and with discretion, especially in situations that require flexibility within policy.

• Maintain clear documentation and ticket management in Zendesk so that every customer feels personally acknowledged rather than just processed.

⛳️ Requirements

• Experience in luxury retail, hospitality, or concierge settings where service standards are high and customers expect a personalized, thoughtful approach. This is an essential criterion, not merely a preference.

• Proven experience in ecommerce customer service, ideally in a drop-ship or multi-vendor context.

• Proficiency in navigating Zendesk, Shopify, or similar platforms.

• An inherently elevated communication style; your writing reflects the manner of a luxury hotel concierge—warm, precise, and composed.

• Sound judgment in scenarios that necessitate flexibility within policy. Our customers sometimes seek creative resolutions, and we trust this role to balance customer satisfaction with brand and business protection.

• The capability to manage multiple ongoing issues simultaneously without losing track of any.

• A problem-solving mindset; you pursue resolutions rather than just responses.

• A genuine interest in design, home furnishings, or the trade and design industry.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Employee discounts on products and services.

• A dynamic and collaborative work environment.