Customer Service Representative

TCWGlobal; Carlsbad (CA); On-site; USD 30,000 - 32,000; Part time

Job summary

TCWGlobal is seeking a Customer Service Representative for its fast-paced e‑commerce team in Carlsbad, CA. The role focuses on order management, multi-channel support, returns and exchanges, and preserving brand loyalty.

The position starts part-time (5–6 hours/day) with potential to convert to full-time. Candidates must handle orders from DTC channels, coordinate with warehouse and logistics, and support customers via email, phone, chat, and SMS.

Qualifications

• 3 years of customer service experience in DTC e-commerce or related consumer brands.
• High school diploma or equivalent; bachelor’s degree preferred.
• Strong Shopify experience and proficiency with Excel.

Responsibilities

• Manage direct-to-consumer orders throughout full lifecycle including fulfillment coordination and delivery resolution.
• Provide timely, thoughtful customer support across email, phone, chat, and SMS.
• Handle returns, exchanges, and cancellations with a focus on retention and saved sales.
• Operate Gorgias workflows, macros, and reporting to optimize customer service.
• Collaborate with warehouse, logistics and operations to resolve fulfillment issues.
• Maintain and improve customer service policies emphasizing experience and retention.
• Provide Voice-of-Customer insights to E‑Commerce and Marketing teams.

Skills

Customer service experience

Excellent communication

Time management

Organizational skills

Detail-oriented

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Shopify

Excel

Gorgias

Klaviyo

Return Rabbit

Job description

Title: Customer Service Representative — E-Commerce | $21.63 – $23.56/hr

Pay Rate: $21.63 – $23.56/hr

Hours: Part-Time | Approximately 5–6 hours/day, Monday–Friday

Schedule: Approximately 8:00 AM–2:00 PM onsite; remote candidates must be able to support EST hours (approximately 7:00 AM–1:00 PM or 6:00 AM–12:00 PM)

Location: Carlsbad, CA — In-office preferred; remote may be considered for the right candidate

Opportunity: Potential to convert to a full-time employee

Summary

We are seeking a customer-focused Customer Service Representative to join a fast-paced E-Commerce team supporting a growing direct-to-consumer business.

This is an excellent opportunity for someone who enjoys creating exceptional customer experiences while working behind the scenes to ensure orders, returns, exchanges, and customer concerns are handled smoothly from start to finish.

You’ll serve as an important voice of the customer, supporting consumers across email, phone, chat, and SMS while partnering closely with E-Commerce, warehouse, logistics, and operations teams. Beyond answering customer questions, you’ll help identify recurring trends, improve processes, protect revenue through thoughtful saved-sale conversations, and strengthen overall customer loyalty.

This position is initially part-time, with the possibility of converting to a full-time employee.

What You’ll Do:

• Manage direct-to-consumer orders throughout the full order lifecycle, from receipt and fulfillment coordination through delivery resolution
• Provide timely, thoughtful, and brand-aligned customer support across email, phone, chat, and SMS
• Handle returns, exchanges, and cancellations while looking for opportunities to retain customers and save sales
• Manage customer service activity within Gorgias, including workflows, macros, tags, routing rules, and performance reporting
• Partner with warehouse, logistics, and operations teams to quickly resolve fulfillment and delivery issues
• Help maintain and improve customer service policies and processes with a focus on customer experience and retention
• Identify recurring customer concerns and provide Voice-of-Customer insights to the E-Commerce and Marketing teams
• Prepare weekly reporting around ticket volume, customer themes, escalations, saved-sale results, and opportunities for process improvement
• Support post-purchase customer engagement, including review solicitation and user-generated content initiatives
• Escalate product, website, and fulfillment issues with the appropriate context and data to support quick resolution

What You Bring:

• 3 years of customer service experience, ideally within DTC e-commerce, apparel, retail, consumer products, or lifestyle brands
• High school diploma or equivalent required; bachelor’s degree preferred
• Strong Shopify experience
• Proficiency with Excel
• Excellent written and verbal communication skills
• Strong organizational, prioritization, and time-management abilities
• Ability to confidently manage a high volume of customer inquiries, particularly during peak periods
• A customer-first mindset with a strong focus on retention, loyalty, and delivering an excellent experience
• Ability to identify trends within customer feedback and translate those insights into potential process improvements
• Collaborative, proactive approach with a strong sense of ownership
• Ability to remain calm, flexible, and solutions-oriented in a fast-moving e-commerce environment

Bonus Points If You Have:

• Experience using Gorgias for e-commerce customer service
• Experience working within a DTC apparel, fashion, lifestyle, or consumer brand
• Familiarity with Klaviyo
• Experience with Return Rabbit or similar returns-management platforms
• Familiarity with AI-powered productivity or customer service tools
• Experience reporting on customer service metrics, ticket trends, and customer feedback

Schedule & Work Arrangement

This position is expected to work Monday through Friday for approximately 5–6 hours per day.

In-office candidates are preferred, with an anticipated schedule of approximately 8:00 AM–2:00 PM in Carlsbad, CA.

Remote candidates may be considered for the right fit but must be able to consistently work EST-aligned hours, approximately 7:00 AM–1:00 PM or 6:00 AM–12:00 PM.

There is potential for this opportunity to convert into a full-time employee position.

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

Important Candidate Safety Notice

This position has been verified and officially approved by TCWGlobal.

• Only trust communication from verified TCWGlobal representatives
• Ensure a TCWGlobal recruiter is present on all official phone or video interviews
• TCWGlobal will never request payment, gift cards, cryptocurrency, or sensitive banking information during the hiring process
• Do not share sensitive personal information with unverified individuals or suspicious third parties
• If you are unsure whether a posting or recruiter is legitimate, we encourage you to verify active opportunities directly through TCWGlobal’s Client Jobs page or by contacting [e-mail]

TCWGlobal is committed to protecting candidates and maintaining a safe, transparent, and professional hiring experience.