Customer Service

Vaco by Highspring; Carlsbad (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Vaco by Highspring is seeking a Customer Service Representative to support our Ecommerce team in Carlsbad, CA. You will handle the full DTC order lifecycle, resolve issues, and deliver exceptional customer experiences across email, phone, chat, and SMS.

The role requires 3+ years in ecommerce customer service, strong communication, and proficiency with Shopify, Excel, and Gorgias. Klaviyo, Return Rabbit, and Claude AI familiarity are a plus, with potential for long‑term growth.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred.
• 3+ years of customer service experience, preferably supporting DTC ecommerce, apparel, lifestyle, or consumer products brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.
• Strong organizational, multitasking, and time‑management skills.
• Ability to manage high inquiry volumes while maintaining exceptional service standards.
• Experience analyzing customer feedback and identifying process improvements.
• Customer‑first mindset with strong problem‑solving abilities.

Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and elevate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post‑purchase customer engagement initiatives, including reviews, retention efforts, and user‑generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Skills

Customer service

Shopify

Gorgias

Klaviyo

Return Rabbit

Claude AI

Communication

Time management

Multitasking

Education

High school diploma

Bachelor’s degree preferred

Tools

Microsoft Excel

Return Rabbit

Job description

We are seeking a Customer Service Representative to support a growing Ecommerce team. This role is responsible for delivering an exceptional customer experience throughout the direct-to-consumer (DTC) order lifecycle. The ideal candidate is customer-focused, detail-oriented, and experienced in ecommerce customer support, with the ability to resolve issues, improve processes, and drive customer satisfaction and retention.

Key Responsibilities

• Manage customer orders from placement through fulfillment, delivery, returns, exchanges, cancellations, and issue resolution.
• Respond to customer inquiries via email, phone, chat, and SMS in a timely, professional, and customer-focused manner.
• Maintain customer support workflows within Gorgias, including routing, tagging, macros, reporting, and process documentation.
• Partner with warehouse, logistics, and operations teams to resolve fulfillment issues and elevate product, website, or customer experience concerns as needed.
• Analyze customer feedback, ticket trends, and service metrics to provide insights and recommendations for process improvements.
• Prepare regular reports on ticket volume, customer trends, escalations, and performance metrics.
• Support post‑purchase customer engagement initiatives, including reviews, retention efforts, and user‑generated content campaigns.
• Participate in team meetings and serve as a voice of the customer, identifying opportunities to improve the customer experience.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred.
• 3+ years of customer service experience, preferably supporting DTC ecommerce, apparel, lifestyle, or consumer products brands.
• Strong written and verbal communication skills.
• Proficiency with Shopify and Microsoft Excel.
• Experience with Gorgias; familiarity with Klaviyo, Return Rabbit, and AI tools such as Claude is a plus.
• Strong organizational, multitasking, and time‑management skills.
• Ability to manage high inquiry volumes while maintaining exceptional service standards.
• Experience analyzing customer feedback and identifying process improvements.
• Customer‑first mindset with strong problem‑solving abilities.

Desired Skills & Attributes

• Strong sense of ownership and accountability.
• Collaborative team player who works effectively across departments.
• Adaptable and able to thrive in a fast‑paced environment.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Passion for delivering exceptional customer experiences and building customer loyalty.

Opportunity for long‑term career growth and potential conversion to a full‑time employee.

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail].

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Privacy Notice

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

the individual's skill sets, experience and training;

licensure and certification requirements;

office location and other geographic considerations; and

other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).