Customer Service Representative | 65717884337

Position:

Customer Service Representative

Location:

Remote; Open to candidates from SA/LatAm/PH

Work Schedule:

Monday-Friday, 7:00 AM-4:00 PM Mountain Time (U.S.)

Salary:

Market Related

About The Company

We are a growing e-commerce jewelry brand specializing in high-quality, hypoallergenic jewelry. We ship worldwide and have built a loyal customer community through great products and genuinely helpful customer service. We're looking for a dependable, thoughtful Remote Customer Service Representative to join our established CS team.

About The Role

Your primary responsibility will be helping our customers through our online customer service platform. You'll answer questions about products and jewelry, orders, shipping, returns, exchanges, warranties, and other customer needs. This isn't a role where you'll be thrown into an inbox and expected to figure everything out yourself. You'll receive structured, hands‑on onboarding and training from our Customer Service Lead and have access to an experienced team, detailed SOPs, documentation, and training resources. You'll also need to be comfortable thinking independently. Some customer questions require unique troubleshooting, research, or collaboration with another team to find the right solution.

Responsibilities Include

• Responding to customer support tickets in a friendly, professional, and timely manner
• Troubleshooting product and jewelry questions and helping customers find solutions
• Assisting with order changes, shipping issues, returns, exchanges, warranties, and other concerns
• Following established processes and accurately documenting/categorizing customer conversations
• Using internal resources to research answers and knowing when to ask for help or escape an issue
• Staying current on team and process updates through Slack
• Coordinating with Operations, Fulfillment, Tech, and other teams when needed
• Responding to customer reviews
• Helping with occasional e-commerce or operations projects, such as data entry or product listing updates, during lower-volume periods

What We're Looking For

• Excellent written English and the ability to communicate naturally, warmly, and professionally with international customers
• 3 years previous remote Customer Service experience
• Experience with e-commerce, Shopify, customer service/ticketing platforms, OR online retail
• Dependable, organized, and detail-oriented
• Strong problem‑solving and troubleshooting skills
• Comfortable working independently while communicating regularly with a remote team
• Proactive about finding answers and using available resources
• Willing to ask questions and receptive to feedback and coaching
• Able to follow detailed processes and SOPs
• Patient and empathetic when helping customers

Schedule & Benefits

This is a full‑time Monday-Friday, 7:00 AM-4:00 PM Mountain Time (U.S.) position. Your local working hours will shift when U.S. daylight saving time begins and ends, so please make sure you are comfortable consistently working according to Mountain Time.

• 10 paid holidays per year
• 10 additional paid PTO days per year
• Structured onboarding and ongoing support from an established team
• Opportunity for pay increases or bonuses based on performance and tenure

We're looking for someone who wants to become a reliable, long‑term member of our team and takes pride in making customers feel genuinely taken care of.

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