Senior Customer Support Representative (Shapewear Brand)

Hi! We’re a fast-growing shapewear brand looking for a Senior Customer Support Representative who can take ownership of our customer experience and help support our operations.

This is not an entry-level role. We’re looking for someone reliable, proactive, and detail-oriented who can think ahead and solve problems without constant supervision.

What you’ll be doing:

• Handle high volumes of customer inquiries daily:
o Respond to emails about order status, changes (size/address), returns, refunds, and exchanges

• Work closely with our fulfillment team:
o Follow up on shipment delays
o Resolve delivery issues
o Handle lost or damaged parcels

• Maintain internal operations:
o Maintain trackers and records
o Monitor and flag remote area surcharges
o Track delivery performance and help prepare weekly reports (delays, issues, trends)

• Work alongside our Junior Customer Support tea ---------- mber:
o Help guide and support daily tasks when needed

What we’re looking for:

• Strong experience in e-commerce customer support
• Excellent written English with a professional and empathetic tone
• Highly organized and detail-oriented
• Proactive and able to identify issues before they escalate
• Comfortable working independently and taking ownership
• Experience with Shopify, Google Sheets, and support tools is a strong plus

Work setup:

• Remote
• Full-time
• Flexible working hours (as long as work is completed and coverage is maintained)


To apply, please send your resume and complete the test task below. Applications without the test task will not be reviewed.

Test Task (required):

Write a reply to this customer:

“Hi, I received my order today but it doesn’t fit at all. I followed your size chart but it’s way too small. I’m really frustrated and want a refund.”

Your reply should:
• Be professional and empathetic
• Align with a final sale policy (no refunds)
• Offer a solution that still keeps the customer satisfied
• Be written as if you are representing a brand

Important:
At the very top of your application, include the word “SHAPEWEAR” so we know you read everything.

We look forward to reviewing your application.