SENIOR CUSTOMER SERVICE REPRESENTATIVE

Senior CS Agents handle everything junior agents do, plus complex cases, edge scenarios, and escalations. This role requires judgment, policy interpretation, and ownership of difficult tickets.
Senior agents also help maintain support quality and consistency.
Core Responsibilities

• Handle inbound customer tickets across all standard CS categories
• Resolve complex order issues, shipping disputes, refunds, and exceptions
• Manage escalated tickets from junior agents
• Interpret and apply support policies consistently
• Identify patterns in support issues and flag systemic problems
• Assist in training and mentoring junior agents
• Ensure accurate documentation and clean ticket history

Required Skills & Experience

• 3+ years in e-commerce customer support (apparel preferred)
• Strong understanding of fulfillment, shipping carriers, and returns
• Experience handling escalations and frustrated customers
• Excellent written judgment and tone control
• Comfortable making decisions within policy boundaries
• Experience with tools like Gorgias, Zendesk, or similar

Success Metrics

• Resolution rate on escalations
• Customer satisfaction on complex cases
• Accuracy of judgment and policy application
• Support for junior agent performance