Customer Service Representative (SO-01292026-FTCSR)

Overview

Position: Customer Service Representative

Number of hours: 40 hours/week

Schedule:

• Monday – Sunday: 8:00 AM – 4:00 PM PT
• 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

• Handle inbound customer support tickets across email, live chat, and messaging platforms.
• 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, professi...