Customer Service Representative needed at Somewhere

Customer Service Agent

Location: Remote

Team: Operations

Reports To: Customer Experience Manager

Employment Type: Full-time

Salary: $1,000-$1,200/month (based on experience)

Working Hours: Flexible shifts between 5:00 AM – 6:00 PM PST,

• Must be open to weekend work,
• 2 days off per week (Rotation schedule to be determined)

About The Company

A US-based e-commerce startup company

About The Role

We are hiring two focused and detail-oriented Customer Service Representatives to support our growing customer base. As the first point of contact, you’ll play a key role in ensuring our customers feel supported, informed, and valued. This is a remote, full-time role best suited for candidates with 2+ years of experience in e-commerce customer support—ideally in the DTC (direct-to-consumer) space using Shopify and Gorgias.

You will report to our Operations Manager and work closely with cross-functional teams to resolve customer issues and identify ways to enhance the overall experience. Strong written English, a calm and professional demeanor, and the ability to follow detailed processes are essential for success in this role.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and social media
• Resolve customer issues related to orders, shipping, returns, and product questions
• Follow established workflows, SOPs, and macros to ensure consistency and efficiency
• Maintain high standards of service quality, including first response time, CSAT, and ticket resolution
• Collaborate with the Customer Experience Manager and Fulfillment teams to troubleshoot order issues
• Flag recurring customer feedback and issues for operational improvements
• Help update and maintain internal knowledge bases and customer-facing help center content
• Process returns, exchanges, refunds, and reships in a timely and cost-effective manner
• Identify opportunities for ticket deflection, automation, and process improvements

What We’re Looking For

• 2+ years of experience in customer support (e-commerce or DTC experience preferred)
• Experience with Shopify
• Strong written English communication skills—friendly, clear, and professional
• High attention to detail, accuracy, and follow-through
• Familiarity with customer service platforms like Gorgias, Zendesk, or Help Scout preferred
• Ability to stay organized, prioritize tasks, and handle multiple tickets simultaneously
• Strong sense of accountability and ownership of customer issues
• Reliable internet connection and home office setup suitable for remote work
• Open to working U.S. business hours

Nice-to-Haves

• Experience with returns platforms (e.g., Loop, Returnly)
• Familiarity with using macros, automation tools, and help center content
• Previous experience working with U.S.-based DTC or CPG brands
• Experience supporting customers via social media channels

Key Outcomes in First 6 Months

• Consistently meet or exceed CSAT and first response time targets
• Help reduce repeat contact rates by delivering first-contact resolutions
• Contribute to updated help center content and improved internal documentation
• Identify and suggest at least one area for process improvement

Future-Proofing

As we continue to grow, so will your opportunities. Top-performing agents will have the potential to grow into senior customer service, team lead, sales support, or customer success roles.

Benefits

• 17 company-observed paid holidays + 10 PTO days, totaling 23 paid days off per year
• Gym and training fees covered to support your health and wellness
• Opportunities for growth and advancement within SaveLix
• Special birthday gift to celebrate your special day
• Independent Contractor Agreement for remote work