Customer Experience Representative (Remote)

Ghost Golf | Remote
Full-Time | Monday–Friday | U.S. Pacific Time (PST) Hours

Ghost Golf is one of the fastest-growing premium brands in golf. We design high-performance golf bags, accessories, and apparel for golfers who demand quality, performance, and modern design.
As our brand continues to grow, delivering an exceptional customer experience is critical. We are looking for a Customer Experience Representative with strong eCommerce experience who can confidently support customers through phone and email while representing the Ghost Golf brand with professionalism and composure.
This is not an entry-level role. We are looking for someone with real experience supporting customers for an eCommerce brand.

Key Responsibilities
Customer Support

Handle inbound customer inquiries via phone and email
Provide fast, thoughtful solutions to order issues, shipping delays, exchanges, and product questions
Maintain a calm, professional tone when assisting customers
Represent the Ghost Golf brand voice in every interaction
Order & Account Support
Work inside Shopify to investigate and resolve order issues
Handle order corrections, address updates, cancellations, and replacements

Process returns and exchanges through platforms such as Loop and Re-Do
Shipping Issue Resolution
Resolve lost packages, delivery issues, and carrier claims

Communicate with carriers such as FedEx and UPS when needed
Ensure customer issues are fully resolved from start to finish

Required Qualifications

5+ years of customer service experience, preferably with an eCommerce or DTC brand
Excellent English speaking and writing skills
Clear, professional phone communication skills
Experience using Shopify
Experience handling returns and exchanges (Loop, Re-Do, or similar platforms)

Experience resolving shipping issues, delivery delays, and lost packages
Strong problem-solving skills and attention to detail
Ability to stay calm and professional under pressure

Technical & Work Requirements
Candidates must have:

A reliable high-speed internet connection
A quiet workspace with no background noise
A high-quality headset or phone setup for customer calls
Ability to work U.S. Pacific Time (PST) hours
Strong reliability and consistent availability
This role requires someone who is dependable and able to provide professional phone support without disruptions.

Preferred Experience
Candidates with the following experience will stand out:
Customer service platforms such as Gorgias or Zendesk
Shipping tools such as ShipStation
Supporting fast-growing eCommerce brands

How to apply:
If you meet the requirements above, and are interested in this opportunity, please reply by submitting your resume and a short voice recording introducing yourself and briefly explaining your customer service experience.