Home-Based Customer Support for a Growing E-Commerce Company

We're an e-commerce company hiring for a Customer Service Representative (Email, Live Chat, and Phone) to field questions from our customers. We sell inflatable paddle boards and accessories. You'll be working closely with the Operations Manager of the company, learning about our products, and training how to answer questions from real customers.

When not answering customer service questions, you'll be doing support admin tasks - anything from managing web order shipments, fielding Amazon questions, creating Amazon shipments, and more.

HOURS
20 hours per week initially. With a transition to 40 hours per week based on fit and performance.

WORKING TIME ZONE
-To start, you'll be working from 8am PST onwards during training. Our warehouse is located in the US, and you'll be working closely with the warehouse team and customer service team
-Work from the comfort of your own home.
-Since we’re an international team, certain follow up and coordination messages will occur during your evenings.
-After we feel confident that you have enough knowledge to help customers on your own, we'd like you to transition to U.S working hours, 8am to 4pm PST.
-Some weekend work may be required depending on the product launch schedule and can be minimized with proper project ---------- PENSATION
Compensation to be determined, dependent on experience and skills.

KEY SKILLS REQUIRED
• Fluent or Native English speaker (written and verbal)
• Excellent English reading, writing, and editing skills
• High attention to detail and quality of work
• High level of organization and ability to prioritize
• Experienced with Google Docs, Gmail and Slack
• Experienced with Asana (a plus, but not required)
• Ability to clearly follow instructions (whether written or recorded)
• Good communication
• Self-directed problem solver and quick learner
• Positive attitude, work well with others on the team
• High standard of ethics and confidentiality to handle sensitive information
• 1 year Customer Service (phone support) required. 3+ years of Customer Service experience is a plus.

DAILY AND WEEKLY TASKS
The average day and week will consist of a mixture of the following tasks:

• Answering Customer Service Emails in Gorgias, Gmail, and the Amazon platform
• Monitoring the Live Chat on our Website
• Creating Orders within Shopify on an as-needed basis
• Generating Shipping Labels on an as-needed, ongoing basis
• Process returns and refunds on an as-needed basis
• Check and update Asana on a daily basis with completed tasks and project status
• Support admin tasks, such as: Amazon Support inquiries, etc.
• Make suggestions for how to improve and automate systems/processes. Participate in weekly staff
meetings via video calls.


ADDITIONAL DETAILS
There will be a 60-day training and trial period in which we evaluate your fit for the tasks and team. If you’re a good fit, the part-time position will increase to a full-time position as we continue to grow. This can happen before the trial period is finished based on strong performance.

To apply for this position, kindly fill out this form:
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