Customer Service Representative

The Laundry Brothers; Vancouver; Hybrid; CAD 25,000 - 39,000; Full time

Benefits offered by this job

Remote work

Health benefits - dental and extended

Career growth

Weekday schedule

Team collaboration

Growth path to team lead

Job summary

The Laundry Brothers is seeking a remote Customer Service Representative based in Greater Vancouver to be the voice for our customers across phone, email and chat.

You will handle inbound inquiries, resolve issues, coordinate with drivers and the ops team, and help onboard new residential and commercial customers, with a growth path into leadership as we scale.

Qualifications

• 1+ year of customer-facing experience (phone, chat, or email support).
• Clear, empathetic communicator — written and verbal.
• Calm and solution-focused under pressure.
• Highly organized and able to manage multiple open threads simultaneously.
• Comfortable working independently in a remote environment.
• Reliable internet connection and quiet home workspace.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat.
• Resolve order issues — missing items, delays, quality concerns — quickly and professionally.
• Coordinate with drivers and ops team to get customers real answers in real time.
• Update customer accounts, preferences, and notes in our system.
• Follow up on open issues until they're fully resolved.
• Flag patterns in complaints or service failures to the ops team.
• Help onboard new residential and commercial customers.

Skills

Customer-facing experience

Written and verbal communication

Calm under pressure

Organizational skills

Remote work readiness

Tools

CRM software

Zendesk

Intercom

Close

Job description

Remote · Greater Vancouver Full-time Customer Experience Competitive · based on experience

Be the voice of The Laundry Brothers. Help customers via phone, email, and chat — answering questions, resolving issues, and making sure every interaction leaves people feeling looked after.

Our customers trust us with something personal — their clothes, their time, their routines. As our Customer Service Representative you're the first and last person they hear from when something needs attention. You'll handle inbound inquiries, track down orders, coordinate with drivers and the ops team, and make sure nothing falls through the cracks. This is a remote role based in Greater Vancouver.

Day to day Responsibilities.

• Handle inbound customer inquiries via phone, email, and chat
• Resolve order issues — missing items, delays, quality concerns — quickly and professionally
• Coordinate with drivers and ops team to get customers real answers in real time
• Update customer accounts, preferences, and notes in our system
• Follow up on open issues until they're fully resolved
• Flag patterns in complaints or service failures to the ops team
• Help onboard new residential and commercial customers

What we look for

Qualifications.

Required

• 1+ year of customer-facing experience (phone, chat, or email support)
• Clear, empathetic communicator — written and verbal
• Calm and solution-focused under pressure
• Highly organized and able to manage multiple open threads simultaneously
• Comfortable working independently in a remote environment
• Reliable internet connection and quiet home workspace

Nice to have

• Experience with CRM or ticketing software (Close, Zendesk, Intercom, or similar)
• Background in hospitality, retail, or service-industry customer support
• Familiarity with the Greater Vancouver area

What we offer

Compensation & perks.

• Fully remote — work from anywhere in Greater Vancouver
• Competitive hourly wage based on experience
• Consistent weekday schedule with clear hours
• Tight-knit team with direct communication to ops and leadership
• Growth path into team lead or customer success roles as we scale
• Dental and extended health care