CX Social Representative

Applied Labs; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Health insurance

5% 401k match

Discounts on Comfrt products

Job summary

Comfrt LLC is seeking a CX Social Representative to support TikTok Shop operations with hands-on after-sales care, refunds-only requests, returns, exchanges, and dispute resolution.

Responsibilities include processing claims with fulfillment partners, tracking shipments, addressing reviews, and escalating high-risk cases to protect platform health, while adhering to SOPs and using macros within SLAs.

Qualifications

• Excellent written communication, with the ability to follow tone, templates and macros precisely.
• Experience in customer support or ecommerce preferred.
• High attention to detail when handling inquiries and order-related issues.
• Able to learn and apply SOPs quickly and follow them consistently.
• Comfortable navigating multiple platforms (Gorgias, TikTok Shop Seller Center, ecommerce dashboards).
• Strong organizational habits for maintaining logs and case documentation.
• Problem-solving mindset with clear judgement on escalation.

Responsibilities

• Handle after-sales cases including refunds, RO requests, returns and exchanges.
• Submit and track claims with fulfillment partners for lost/damaged/delayed shipments.
• Monitor and respond to product reviews with appropriate tone.
• Resolve standard issues like shipping delays, refunds, returns, and tracking inquiries.
• Identify red-flag cases and potential policy abuses to protect platform health.
• Respond to real-time inquiries via TikTok Shop Seller Center or Gorgias within SLA.

Skills

Written communication

Customer support

Attention to detail

SOP adherence

Cross-platform navigation

Organization

Problem solving

High-Volume workload

Tools

Gorgias

TikTok Shop Seller Center

Ecommerce dashboards

Internal trackers

Job description

About Comfrt

Comfrt LLC is the #1 Hoodie Brand in the U.S. and the #1 Apparel Brand on TikTok globally—built on a mission to support mental health and create everything comfortable for an easy, stress-free, cozy lifestyle. Our elevated basics are worn by millions and loved for their perfect mix of comfort, style, and cultural relevance.

Role Overview

The CX Social Representative provides hands‑on support across Comfrt's TikTok Shop (TTS) ecosystem, focusing on after‑sales care including refund‑only requests, returns, exchanges, cancellations, and dispute resolution. Representatives ensure SOP compliance, maintain accurate tracker upkeep, and proactively flag risk issues to drive customer satisfaction and protect platform health. Responsibilities may flex to include live chat support as business needs and individual development evolve.

Customer Experience

• Manage after‑sales cases including refund‑only (RO) requests, chargebacks, and disputes with accurate resolution type selection

• Submit and track claims with fulfillment partners for lost, damaged, or delayed shipments

• Monitor and respond to product reviews with appropriate tone

• Resolve standard cases including shipping issues, refunds, returns, exchanges, cancellations, and tracking and delay inquiries

• Identify and elevate red‑flag cases including platform risk issues, fraud and policy abuse, high‑dollar disputes, damages outside policy, and anything with potential impact to TTS performance scores

• As business needs require, respond to real‑time customer inquiries through TikTok Shop Seller Center and/or Gorgias using approved macros and SOPs within SLA

Process & SOP Compliance

• Follow SOPs accurately and consistently across all case types and platforms

• Provide actionable feedback on unclear or outdated SOPs to support continuous improvement

• Maintain internal trackers with complete, accurate information across defects, complaints, delays, and escalations

Team Contribution

• Participate in weekly check‑ins to review performance, share learnings, and align on process updates

• Engage in ongoing coaching and ad‑hoc training sessions to maintain consistency across the team

• Share customer insights regularly to help identify trends and refine workflows

Skills & Experience

• Strong written communication with the ability to follow tone, templates, and macros precisely

• Prior experience in customer support or ecommerce preferred

• High attention to detail when handling inquiries, case categorization, and order‑related issues

• Ability to learn and apply SOPs quickly and follow them consistently

• Comfortable navigating multiple platforms simultaneously (Gorgias, TikTok Shop Seller Center, ecommerce dashboards, internal trackers)

• Strong organizational habits for maintaining logs, trackers, and case documentation

• Problem‑solving mindset with clear judgment around when to elevate

• Able to manage a steady volume of work in a fast‑paced environment

Qualities & Attributes

• Empathetic communicator who thrives in a customer‑facing environment
• Curious and proactive, with a genuine interest in growing within ecommerce and digital CX
• Calm under pressure and consistent with high‑volume or repetitive tasks
• Reliable, punctual, and accountable in meeting daily responsibilities
• Comfortable making judgment calls within SOP boundaries
• Strong sense of ownership and follow‑through
• Team‑oriented with a willingness to support broader CX goals

Why Join Comfrt?

• Be part of a purpose‑driven company that’s shaping the future of comfort and mental wellness.

• Work in a supportive, creative environment where your ideas and growth are valued.

• Enjoy Comfrt benefits such as generous paid time off, company‑covered health insurance, 5% 401k match, and discounts on all Comfrt products!

• Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.

Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.