Customer Service Representative (E-Commerce)

FULL TIME
REMOTE (Must be available to work PST hours and Rotating Shift)

Position: Customer Service Representative
Type of Contract: Independent Contractor
Working Hours: 5 days a week (Rotating Shift)

🌎 Work from anywhere in the world and be a part of the #remoteworkrevolution!

Position Overview:

We’re looking for a highly motivated, empathetic, and detail-oriented Customer Service Representative to join our growing Customer Experience team.

In this role, you’ll be the frontline connection to our community — ensuring that every customer interaction reflects our brand values of compassion, empowerment, and excellence. You’ll help customers with care, accuracy, and enthusiasm, representing the heart of our brand with every message.

This is a remote position, but candidates must be available to work Pacific Standard Time (PST) hours.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and social media with warmth, professionalism, and a solutions-oriented approach.
• Troubleshoot and resolve issues related to orders, shipping, billing, product usage, and returns promptly and efficiently.
• Use Gorgias and Zendesk to manage tickets, automate responses, escalate cases, and maintain detailed customer records.
• Collaborate cross-functionally with fulfillment, marketing, and product teams to provide feedback and ensure customer satisfaction.
• Stay current on product knowledge, company policies, and promotions to provide accurate information and thoughtful recommendations.
• Identify trends and patterns in customer feedback to suggest process or product improvements that enhance the overall experience.

Qualifications:

• 2+ years of customer service experience, ideally in e-commerce or direct-to-consumer (DTC) environments.
• Proficient in Gorgias and Zendesk; experience managing both platforms simultaneously is a strong plus.
• Excellent written and verbal communication skills with a friendly, professional tone.
• Naturally empathetic, patient, and skilled at de-escalating challenging situations.
• Strong attention to detail and problem-solving abilities, with the capacity to multitask in a fast-paced environment.
• Must be able to work PST hours.
• Experience in the beauty or skincare industry is a big plus.
• Passionate about beauty, wellness, and creating positive customer experiences.