Customer Service Representative

Job Title: Customer Service Specialist
Location: Remote
Reports To: TBD
Work Shift: Flexible, with partial overlap to U.S. business hours preferred
Working Hours: 40 hours per week / Full-time

Job Description:

We’re looking for a proactive and highly organized Customer Service Specialist to lead and scale our customer support operations. This is not a traditional support role we need someone who can both manage daily customer inquiries and help build out the systems, tools, and processes that will shape our support infrastructure as we grow.

Key Responsibilities:

• Respond to customer inquiries daily through Richpanel (our helpdesk tool)

• Handle returns, refunds, exchanges, and shipping issues, and build out clear processes for each

• Manage our replacement parts program (track orders in Monday.com and coordinate fulfillment with the warehouse)

• Create and maintain our FAQ and help center content

• Implement new tools and software as needed (e.g. returns management, automation, or AI support tools)

• Set up and document customer service workflows, SOPs, and automations

• Collaborate cross-functionally with marketing, fulfillment, and product teams to improve the customer experience

• Use AI tools to streamline responses, templates, and repetitive tasks

Qualifications:

• 2+ years in Shopify-based eCommerce customer service

• Proven experience building or improving CS systems and processes

• Strong written English and communication skills

• Familiarity with AI tools and automation

• Shopify (expert-level), Richpanel, Monday.com, Google Workspace, Slack

• Comfortable vetting and implementing new software solutions

• Organized, detail-oriented, and proactive able to work independently and take ownership

• Experience managing or mentoring small teams is a plus, (possibly needed for future if volume grows)

• Understanding of logistics and fulfillment workflows

• Experience with the U.S.-based customer communication standards