Customer Service Representative (Inbox Support) - 38331316376

Activate Talent; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Service Representative for remote support of an eCommerce brand. The ideal candidate will manage high-volume inbox support, providing exceptional service to customers through email and chat while meeting response time and satisfaction targets. This role offers a full-time opportunity, with a focus on maintaining customer satisfaction amidst a fast-paced environment.

Qualifications

• 2+ years of customer service experience, preferably in e-commerce.
• Proficiency in Gorgias required.
• Experience with handling high volumes of tickets.

Responsibilities

• Respond to 60–80 daily customer inquiries via email and chat.
• Process replacement requests and issue refunds.
• Collaborate with logistics to resolve shipping-related issues.

Skills

Customer-centric approach

Strong writing skills

Multitasking

Tools

Gorgias

Shopify

Klaviyo

Job description

Job Title: Customer Service Representative (Inbox Support)

Job Type: Full-time / Remote

Work Hours: 9:00 AM – 5:00 PM PST, Monday to Friday

Job Overview:

We’re helping our client find a Customer Service Representative to support a fast-growing eCommerce brand by delivering exceptional customer service through email and chat. In this role, you’ll manage high-volume inbox support using Gorgias, handling inquiries related to order tracking, replacements, and missing items. Your ability to provide timely, empathetic, and accurate responses will be key in maintaining customer satisfaction and operational efficiency.

Responsibilities:

• Respond to 60–80 daily customer inquiries via email and chat (Gorgias) regarding order status, replacements, and missing items.
• Process replacement requests, issue refunds, and escalate complex cases when necessary.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with logistics and fulfillment teams to resolve shipping-related issues.
• Meet response time and customer satisfaction (CSAT) targets.
• Identify trends in customer issues and suggest process improvements.

• 2+ years of customer service experience, preferably in e-commerce.
• Proficiency in Gorgias (required) – experience handling 300–400 tickets weekly.
• Strong written communication skills with a customer-centric approach.
• Ability to multitask and prioritize in a high-volume environment.
• Familiarity with Shopify, Klaviyo, or similar tools is a plus.