Customer Service - eCommerce

Established eCommerce company — We've been at this a few years, we're profitable, and we're growing. Not looking for someone who fires off template replies or runs every message through ChatGPT, we can tell, and it never lasts. We want someone who actually knows how to handle customers and knows when to bend a rule to keep one happy. Still figuring out the basics of CS? This one's not for you.

Why this one's different: Most CS jobs are a black box. We run the opposite, you'll know exactly how you're measured, see your numbers monthly, and promote on performance.

What You'll Own:

- Tickets via Commslayer (email primary) — refunds, orders, shipping, subscriptions
- De-escalation and retention — turn upset customers around and keep them
- Coordinate with suppliers, process refunds, update orders in Trello
- Spot at-risk customers early and prevent chargebacks
- Flag recurring issues and push improvements to our SOPs

How We Measure You (Your KPIs):

A few clear metrics, reviewed every month:

- QA score on your tickets — tone, accuracy, SOP adherence (target 8.5/10+)
- Save / retention rate on cancels and refund requests
- Response + resolution speed

Hit them consistently and you earn bonuses, raises, and promotions. No guessing, no politics.

Your Path (Promotion & Raises):

- CS Specialist ? Senior CS Specialist ? Team Lead ? CS Manager
- Raises and bonuses are tied directly to your KPIs and reviewed on a set schedule
- Top performers move up, we'd rather promote you than hire over you

You're a Fit If:

- You have sales or retention experience, objection handling, tone control
- You've hit or beaten KPIs before and can speak to your actual numbers
- You stay calm with frustrated customers
- You write clear, warm, professional English (non-negotiable)
- You use judgment, know the rules, know when nuance wins
- You're reliable and here to grow, not to temp

Requirements:

- 1+ year in sales, retention, or high-touch CS (eCommerce/Shopify a plus)
- Experience with ticketing systems (Commslayer, Zendesk, Gorgias, or similar)
- Stable internet, quiet workspace, available U.S. Pacific hours
- Comfortable with time tracking (Hubstaff)

Compensation & Benefits:

- USD $600/month base, paid weekly
- Incentive bonuses after 3+ months, tied to your KPIs
- Paid planned days + sick days
- Earned path to higher pay as you grow

Start here: ----------

We will only review the talent that has filled this Tally out, if you did not fill it out you will be ignored.