Customer Service Coordinator (Part-Time)

TONYMOLY USA; New York (NY); On-site; USD 30,000 - 34,000; Part time

Benefits offered by this job

Employee discount

Part-time schedule

Growth opportunities

Job summary

TonyMOLY USA is seeking a part-time Customer Service Coordinator in New York to be the voice of the brand, handling inquiries in Gorgias and supporting Shopify operations. This role focuses on delivering warm, on-brand service while maintaining accurate order records and assisting with launches.

The ideal candidate has 2+ years in e-commerce customer service, beauty industry experience, and hands-on Shopify/Gorgias skills; a Bachelor’s degree is preferred but not required.

Qualifications

• 2+ years of customer service experience, preferably in e-commerce or direct-to-consumer.
• Beauty or skincare industry experience required.
• Hands-on experience with Shopify and Gorgias required.
• Strong written and verbal communication skills.
• Excellent organization and time management, with the ability to prioritize in a fast-paced environment.
• Sound judgment in handling upset customers and protecting customer data.
• Ability to work independently and as part of a team.
• Bachelor’s degree in Business, Marketing, eCommerce, or a related field, or equivalent experience.

Responsibilities

• Respond to customer inquiries in Gorgias within 24 hours in a warm, on-brand voice.
• Resolve order, shipping, return, refund, and exchange issues per policy.
• Answer product questions including usage and ingredients.
• Escalate adverse reactions and product safety concerns immediately.
• Maintain Gorgias macros, templates, and help-center content.
• Track response times and customer satisfaction and report recurring issues.

Skills

Customer service

E-commerce

Communication

Time management

Teamwork

Education

Bachelor's degree in Business/Marketing/eCommerce or related field

Tools

Shopify

Gorgias

Job description

About the Role

TONYMOLY USA is a Korean beauty brand with a loyal customer base. We’re looking for an experienced Customer Service Coordinator to be the voice of our brand. You will own customer inquiries in Gorgias, resolve order and product issues quickly, and support day-to-day Shopify operations.

Key Responsibilities

Customer Support (primary)

• Respond to customer inquiries in Gorgias within 24 business hours, in a warm, professional, on-brand voice.
• Resolve order, shipping, return, refund, and exchange issues in line with company policy.
• Answer product questions, including usage, ingredients, and skin-type guidance.
• Escalate adverse-reaction, product safety, chargeback, and sensitive complaints to the appropriate team member immediately.
• Maintain Gorgias macros, templates, and help-center content.
• Track response times and customer satisfaction, and report recurring issues to marketing and operations.

Shopify Operations (secondary)

• Process and monitor orders and keep inventory records accurate.
• Support product and collection launches, including promotions, discounts, and flash sales, with advance customer messaging ready.

Qualifications

• 2+ years of customer service experience, preferably in e-commerce or direct-to-consumer.
• Beauty or skincare industry experience required.
• Hands-on experience with Shopify and Gorgias required.
• Strong written and verbal communication skills.
• Excellent organization and time management, with the ability to prioritize in a fast-paced environment.
• Sound judgment in handling upset customers and protecting customer data.
• Ability to work independently and as part of a team.
• Bachelor’s degree in Business, Marketing, eCommerce, or a related field, or equivalent experience.

What We Offer

• $22-$25/hour, based on experience
• Part-time schedule of up to 15 hours/week
• Generous employee product discount
• Opportunity to grow with a dynamic brand in the beauty industry