E-Commerce Customer Advocate - Part-Time, Remote (EST Hours)

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

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.