Ecomm Customer Service Representative

Manhead

2d • Remote

About The Position

We are seeking a customer-focused support agent to deliver exceptional service across multiple ecommerce storefronts. This role requires strong communication skills, the ability to multitask, and a proactive approach to problem-solving in a fast-paced environment. This position can be remote, but preference will be given to candidates in Nashville TN, as our Ecommerce team and company headquarters are based in Nashville.

Requirements

• Comfortable engaging with customers across multiple channels, including email, chat, and other support platforms
• Proficient with CRM and ecommerce tools such as Gorgias, Shopify, and ShipBob
• Experienced in supporting customers in fast-paced ecommerce environments, including managing multiple storefronts or brands
• Solid understanding of ecommerce workflows, including orders, shipping, returns, refunds, and exchanges
• Highly organized with excellent attention to detail when managing multiple accounts and platforms
• Clear, friendly communicator capable of explaining information in an easy-to-understand manner
• Strong typing skills and proficiency with computers and software systems
• Skilled problem-solver who can resolve issues independently and efficiently
• Calm, adaptable, and positive when multitasking in high-pressure situations

Responsibilities

• Respond to customer inquiries promptly via Gorgias and other designated support channels (email, chat, etc.)
• Resolve customer issues such as cancellations, refunds, changes, and exchanges in Shopify, Aftership, and 3PL warehouse management platforms.
• Assist customers with questions related to orders, shipping, returns, exchanges, product availability and general policies with professionalism and accuracy.
• Communicate with our third-party logistics & fulfillment partners to identify, escalate, and resolve incorrect or problematic orders.
• Maintain response times in line with SLAs set by the Customer Support Manager
• Partner with the broader eCommerce team to identify customer experience challenges, pain points, and recurring issues, driving effective resolutions and continuous improvement.
• Stay up to date on product releases, promotions, and website updates to provide accurate and timely information.
• Support high-volume periods including product launches, major drops, and peak seasons as well as critical holiday sales periods such as Christmas, Black Friday etc.
• Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed