[Hiring] Customer Service Representative @Rosabella

Role Description

The Customer Service Representative is the voice, and the written voice, our customers hear when they need help: order issues, product questions, billing and refund requests, and everything in between. This role combines live phone support with email and chat support, resolving issues in real time on calls and in writing across tickets, so you'll move fluidly between both formats depending on coverage needs.

This role is part of a broader Customer Service org that also includes dedicated email and social media support. You'll be joining a team that's actively scaling, with coverage needs that span both live call and written channels. You will work an assigned shift, with rest days scheduled around operational coverage needs rather than a fixed weekly pattern.

Key Responsibilities

• Live Call Support: Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time.
• Email & Chat Support: Handle inbound customer emails and chats, resolving the same range of issues in writing with clear, accurate responses.
• Ticket Queue Management: Manage your assigned ticket queue alongside live call coverage, prioritizing by urgency and staying within response time targets.
• Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.
• Standards & Brand Voice: Follow macros, SOPs, and brand voice guidelines while still sounding like a real, helpful person, whether on the phone or in writing.
• Performance Targets: Meet CSAT, first response time, and resolution time targets across both call and written channels.
• Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve quality over time.
• Documentation: Maintain accurate, complete case notes and records in Richpanel for every interaction.
• Pattern Reporting: Flag recurring issues, complaints, or trends to leadership so they can be addressed at the root cause.

Qualifications

• Prior customer service experience, ideally including both phone-based and written/ticket-based support.
• A reliable backup device and internet connection, in addition to your primary setup.
• A working camera for coaching sessions and team meetings.
• A quality headset with a microphone for live calls and meetings.
• Ability to work an assigned shift, with rest days assigned based on coverage needs.
• Clear, professional spoken and written English communication skills.
• Comfortable moving between live calls and a written ticket queue within the same shift.

Requirements

• Experience in DTC, e-commerce, or subscription customer service (preferred).
• Prior experience with Richpanel or a comparable helpdesk platform (preferred).

Who This Role Is Not For

• This is not for people who only want phone work or only want written/ticket work; this role covers both.
• This is not for people without a reliable backup device or internet connection. Coverage can't go down.
• This is not for people uncomfortable being on camera for coaching and team meetings.
• This is not for people who need a single fixed weekly schedule with no flexibility. Rest days shift based on coverage needs.

Work Environment

• Fully remote position, working an assigned shift that may include both live call and written channel coverage.
• Part of a growing, international Customer Service team.
• Direct coaching and feedback culture, with camera-on coaching sessions.
• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify
• Richpanel
• Loop
• Checkout Champ
• When I Work
• Fulfil

Hiring Process

• Initial Screening.
• Written Assessment.
• Live Assessment.
• Interview.
• Reference Check.
• Onboarding.