Customer Service

Vaco; San Diego (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Vaco is seeking a Customer Service Representative to support our Ecommerce team in a direct-to-consumer environment. You will handle the full order lifecycle, resolve issues, and help drive customer satisfaction for apparel, lifestyle or consumer brands.

Ideal candidates have 3+ years in ecommerce customer support, strong written/verbal skills, and experience with Shopify, Gorgias and Excel. You will work cross-functionally with warehouse and logistics to improve processes and retention.

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.

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 experience

Communication skills

Attention to detail

Multitasking

Problem-solving

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Shopify

Microsoft Excel

Gorgias

Klaviyo

Return Rabbit

Claude AI

Job description

Position Overview

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.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer 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 federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

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

Representation Notice

For residents of Ontario, Canada: Based on Highspring's discussions with its Client, Highspring's understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• 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 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;
• 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.