Ecommerce Customer Care Pro - Onsite in Carlsbad

Hybrid Promotions LLC; Carlsbad (CA); On-site; USD 45,000 - 49,000; Full time

Job summary

Brixton LLC in Carlsbad, CA seeks an Ecommerce Customer Service Representative to manage orders, inquiries, and post-purchase communications. You will own the DTC experience across email, chat, and SMS, using Gorgias and Shopify to maintain service quality.

The role requires a minimum of 3 years in customer service, strong English communication, and the ability to work onsite at least three days a week. Competitive salary and growth opportunities are offered.

Qualifications

• 3 years of customer service experience, preferably in DTC ecommerce, apparel, or lifestyle brands.
• High school diploma or equivalent; Bachelor's degree preferred.
• Excellent written and verbal communication skills in English.
• Proficiency with Shopify and Excel; experience with Gorgias strongly preferred. Familiarity with Klaviyo, Return Rabbit, and AI tools is a plus.

Responsibilities

• Process DTC orders end-to-end from receipt through fulfillment coordination and delivery resolution for domestic customers.
• Handle returns, exchanges, and cancellations, including saved-sale conversations that retain customers and protect revenue.
• Respond to customer inquiries across email, chat, and SMS in a timely, on-brand manner.
• Maintain Gorgias as the primary e-commerce customer service platform, including workflows, macros, tags, routing rules, and performance reporting.
• Coordinate with warehouse, logistics, and operations teams to resolve fulfillment issues and ensure orders meet customer expectations.
• Participate in weekly staff meetings and marketing/e-commerce meetings, contributing Voice-of-Customer insights and flagging recurring issues.
• Deliver a weekly summary report to the Ecommerce Team covering ticket volume, themes, saved-sale outcomes, escalations, and process improvement recommendations.
• Support post-purchase customer communication initiatives, including review solicitation and UGC collection in partnership with the e-commerce team.
• Escalate product, fulfillment, or site issues with data and context to enable fast resolution by e-commerce leadership.
• Provide weekly summary and reporting on customer service metrics (tickets handled).

Skills

Customer service

English communication

Analytical thinking

Education

High school diploma

Tools

Gorgias

Shopify

Excel

Klaviyo

Return Rabbit

Job description

Brixton LLC in Carlsbad, CA seeks an Ecommerce Customer Service Representative to manage orders, inquiries, and post-purchase communications. You will own the DTC experience across email, chat, and SMS, using Gorgias and Shopify to maintain service quality.

The role requires a minimum of 3 years in customer service, strong English communication, and the ability to work onsite at least three days a week. Competitive salary and growth opportunities are offered.