Customer Service Representative II

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

📋 Description

• Provide customer support through non-voice channels, including email, live chat, and social media.

• Respond to customer inquiries in a prompt, professional, and thoughtful manner.

• Deliver knowledgeable service that is personalized and aligns with the brand's standards.

• Maintain a consistent tone and voice of the brand across all customer interactions.

• Foster genuine connections with customers while authentically representing the brand.

• Manage escalations and complex customer situations effectively.

• Offer support to VIP and high-value customers.

• Research customer issues and provide accurate and effective solutions.

• Take ownership of issues from the initial contact through to resolution.

• Appropriately escalate complex or sensitive concerns.

• Identify recurring issues and customer trends that require operational attention.

• Engage with customers via social media, addressing questions, comments, and concerns.

• Tailor communication to suit the customer, platform, and situation.

• Maintain an understanding of the brand’s customer demographic.

• Create positive, personalized interactions that enhance customer loyalty.

• Support customer retention and overall satisfaction.

• Recognize opportunities to transform challenging interactions into positive experiences.

• Share customer feedback, trends, and insights with the team.

• Achieve campaign KPIs, quality standards, and service-level expectations.

• Ensure accuracy and attention to detail in all tasks.

• Adhere to client processes, policies, workflows, and brand guidelines.

• Collaborate effectively with internal teams and client stakeholders.

• Operate independently, taking ownership of customer concerns.

• Adapt to changes in processes, priorities, systems, and campaign requirements.

⛳️ Requirements

• Previous experience as a brand representative or customer experience specialist.

• Strong background in e-commerce and direct-to-consumer customer support.

• Demonstrated experience in managing escalations and handling complex customer issues.

• Experience in supporting VIP, high-value, or priority customers.

• Familiarity with working in a fast-paced customer experience environment.

• Proven ability to identify customer trends and proactively provide feedback.

• Hands-on experience with social media customer engagement.

• Experience in addressing questions, comments, and concerns across social media platforms.

• Excellent written English skills and strong communication abilities.

• Ability to understand, adopt, and consistently mirror a brand's voice.

• Experience with fashion, apparel, lifestyle, retail, or culturally-driven direct-to-consumer brands is highly preferred.

• Strong understanding of e-commerce customers and their expectations.

• Ability to authentically represent the brand and build meaningful customer relationships.

• Strong judgment and thoughtful decision-making skills in complex situations.

• Comfortable working independently with minimal supervision.

• Strong problem-solving and critical-thinking abilities.

• Capability to take ownership of customer concerns until resolution.

• Maintain calmness, empathy, and professionalism when dealing with difficult customers or high-pressure situations.

• Preferably experienced with customer support and e-commerce platforms.

• Familiarity with Gorgias is preferred; knowledge of Gladly is a plus.

• Experience with Shopify fulfillment, inventory, or order management systems.

• Familiarity with social media platforms and customer engagement tools.

• Experience with email and ticketing platforms.

• Experience with live chat platforms.

• Proficient in remote communication and collaboration tools.

🏝️ Benefits

• Work-from-home setup.

• Monday to Friday schedule from 9:00 AM to 6:00 PM ET.

• Full-time employment opportunity.

• Equal Employment Opportunity employer.