[Hiring] Customer Service Representative @41a778b2-3a5e-42c7-9770-87f62458fb3e

Role Description

A day in the life of a Customer Service Representative includes:

• Responding to customer inquiries via email and inbound phone.
• Assisting customers with order cancellations and order placement.
• Answering product questions and providing recommendations.
• Identifying appropriate upsell opportunities during customer interactions.
• Handling refund, return, and exchange requests with a focus on customer retention.
• Following established customer service policies and workflows.
• Escalating issues requiring client approval or policy exceptions.
• Adapting to new processes and workflows as the client builds out its support operation.

Qualifications

• Excellent spoken English: Clear pronunciation, strong communication skills, and the ability to confidently support US-based customers over the phone.
• Excellent written English: Strong grammar, comprehension, and professional email communication skills.
• E-Commerce customer support experience: Familiarity with order management, cancellations, refunds, exchanges, and general product inquiries.
• Inbound voice experience: Comfortable handling customer calls, including potentially difficult conversations and time-sensitive requests.
• Sales and retention mindset: Ability to identify upselling opportunities, offer appropriate product recommendations, and turn potential refunds into exchanges or retained orders.
• Strong customer service skills: Empathetic, patient, proactive, and able to build trust with customers.
• Adaptability: Comfortable joining a developing customer service operation where workflows and processes are still being established.

Preferred Qualifications

• Previous experience using Intercom for customer support.
• Familiarity with Intercom Fin or AI-assisted customer service workflows.
• Experience supporting beauty, wellness, hair care, supplements, or other health-related eCommerce brands.
• Experience with Shopify or similar eCommerce platforms.
• Previous experience in customer retention, product recommendations, or upselling.
• Experience supporting US-based consumer brands.

Benefits

• Work Setup: Remote
• Contract Type: Part-time (25 hours per week)
• Equipment: BYOD
• Schedule: TBD (Must be open to night shift)
• Start Date: ASAP

Disclaimer

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

If you are interested, you can access your instant interview here .