Customer Service Representative (E-commerce)

We are Hiring for our next Customer Service Representative
Location: Remote
Compensation: $1,500 per month + performance-based bonuses
Work Days: Saturday to Wednesday (Thursday & Friday off)
Work Hours: 40 hours per week, 8 AM-5 PM EST, with 1-hour unpaid break.

About the Company

Ikigai Cases ( ---------- ) is a family-owned e-commerce business selling premiu ---------- tal pill cases. Founded in December 2021, the business has been operated by two brothers from Washington, DC since then. After four years, the company has grown to selling thousands of pill cases every month and double-digit tea ---------- mbers, including a thriving remote team.

Our mission is simple: to make exceptional pill cases and provide exceptional customer service. We uphold this commitment by managing our fulfillment operations in-house and offering white-glove service to our customers.

We already onboarded a few Customer Service Representatives, if you think you are the next one, we'd love to hear from you!

About You
-You should be self-motivated and looking to work hard - as you will be expected to work hard, contribute and execute without supervision to help the whole team.
-You are highly organized and detail-oriented, with the ability to juggle multiple priorities without sacrificing quality.
-You take pride in your work and are proactive, anticipating the needs of the company and ensuring smooth day-to-day operations.

Key Responsibilities
-Respond to customer inquiries, order issues, and service tickets through Helpscout (or similar email based platforms).
-Manage returns and exchanges, providing alternative solutions to maximize customer satisfaction.
-Coordinate with the Operations team on inventory, rush/priority orders, and related tasks.
-Document and report recurring customer concerns to leadership, suggesting improvements to enhance service quality.
-Maintain accurate, timely, and professional communication across all channels.

Required Experience & Skills Experience
-2+ years of email based customer service experience in an e-commerce setting
-Familiarity with customer service platforms (Helpscout, Gorgias, Richpanel, or similar)
-Strong experience using Shopify for order management
-Strong attention to detail, organizational skills, and ability to work independently.
-Proactive problem-solving mindset and commitment to delivering outstanding customer experiences.

Communication & English Proficiency
-Strong written and verbal English skills.
-Ability to effectively communicate with customers via email
-Strong interpersonal skills with a proven ability to build rapport and de-escalate difficult situations with customers.
-Ability to communicate effectively with internal teams and external partners via email.

Compensation Details
-Compensation: $1500 per month + performance-based bonuses
-Work Days: Saturday to Wednesday (Thursday & Friday off)
-Work Hours: 40 hours per week, 8 AM-5 PM EST, with 1-hour unpaid break.
-Paid Holidays: 10 paid holidays per year
-PTO: 1 week earned for every 6 months worked at the company

To Apply
Fill out the application form here: ----------

This application includes a number of questions in order to ensure we hire an outstanding candidate for this position, so please be advised in advance that it will take time to complete. We start screening as early as the application form stage.

Applications are reviewed on a rolling basis. Qualified candidates will be contacted for interviews. Applications on OnlineJobs.ph, DMs, and messages sent via email will not be reviewed.