Senior E-commerce Customer Support Agent

The New York Times Company; New York (NY); Hybrid; USD 28,000 - 39,000; Part time

Job summary

The New York Times Company, via its Wirecutter Store, is seeking two experienced Senior Temporary Customer Service Agents to serve as the customer-facing voice during peak holiday season.

You will handle email and chat inquiries, resolve order status, shipping, and returns, and coordinate with external supply partners. Proficiency with Shopify, Gorgias, and Loop Returns is essential; AI chat experience is valued.

Qualifications

• Minimum five years as a senior or lead customer service representative.
• Strong written and verbal communication with empathy.
• Experience with Shopify, Gorgias, and Loop Returns.
• One year of AI chat tools experience and macro/auto-response setup in Gorgias.
• Experience in a high-volume retail environment with peak-season targets.

Responsibilities

• Provide customer support across email and chat.
• Resolve inquiries on order status, product information, shipping, and returns.
• Process returns using Loop Returns with accurate refunds and inventory tracking.
• Coordinate with external supply partners on fulfillment or product inquiries for rapid resolution.
• Navigate ecommerce platforms at an expert level (Shopify, Gorgias, Loop Returns).
• Collaborate with the Customer Experience Manager to identify trends and suggest improvements.
• Uphold the value of journalistic independence and NYT mission.

Skills

Customer service leadership

Communication excellence

High-volume retail

Tools

Shopify

Gorgias

Loop Returns

Job description

The New York Times Company, via its Wirecutter Store, is seeking two experienced Senior Temporary Customer Service Agents to serve as the customer-facing voice during peak holiday season.

You will handle email and chat inquiries, resolve order status, shipping, and returns, and coordinate with external supply partners. Proficiency with Shopify, Gorgias, and Loop Returns is essential; AI chat experience is valued.