Customer Service Support Representative

About Us
A Cheerful Giver is a family-owned candle company based in New Jersey, USA. We have been hand-pouring candles since 1991 and we sell to customers all over the country through our website, Amazon, TikTok Shop, and social media. Our customers love our products and we care a lot about taking care of them. We are looking for a friendly, detail-oriented customer support representative to join our team and be the voice of our brand.
What You Will Do
You will be the first point of contact for our customers across several channels. Your day to day will include:

Email support. Responding to customer emails with care and professionalism. The most common situations you will handle are:

Customers who did not receive their package
Customers whose candle arrived broken or damaged
Customers with a complaint or question about a fragrance

Amazon support. Responding to the same types of customer messages and questions inside the Amazon Seller platform, following Amazon's response time and policy requirements.
Social media engagement. Responding to comments on our social media posts and replying to direct messages. This means answering questions, thanking happy customers, and helping people who have an issue, all while keeping our warm and positive brand voice.
You will follow our templates and guidelines for common situations, but we also want someone who can think on their feet and write a genuine, human reply when something does not fit a script.
What We Are Looking For

Excellent written English. Your spelling, grammar, and tone need to be clean and natural, because you are representing our brand in writing all day.
Strong customer service instincts. You stay calm and kind with frustrated customers and you know how to turn a bad experience into a good one.
Detail-oriented and organized. You read the full message before replying and you do not miss the small stuff.
Reliable and consistent. You show up, you hit your hours, and you keep a steady response time.
Comfortable learning new tools. We will train you on our systems, but you should be quick to pick up new platforms.

Nice to Have (Not Required)

Experience with email helpdesk tools (Gmail, Zendesk, Gorgias, Help Scout, or similar)
Experience responding inside Amazon Seller Central
Experience managing social media comments and DMs for a business
Background in ecommerce, retail, or DTC customer support

Schedule and Pay

Hours: Full time, 40 hours per week
Time zone: You will work US Eastern Time (EST) hours. You must be available to work during EST business hours, so please make sure that works for your schedule before applying.
Pay: $5 per hour
This is a full time, long-term role. We want someone who wants to grow with us, not a short-term gig.

How to Apply
We read every application, so please follow these steps so we know you pay attention to detail:

Start your application with the word CANDLE so we know you read the full post.
Tell us in a few sentences about your customer support experience, especially any ecommerce or email support work.
Include this short writing sample: imagine a customer emails us upset because their candle arrived shattered. Write the reply you would send them.

We are excited to find the right person. Apply today and we will be in touch.