Job Title: Customer Experience Agent
Reporting To: Customer Experience Lead
Job Summary
The Customer Support Agent is in charge of responding to all inquiries and correspondence we receive from customers across multiple touchpoints – this includes phone, chat, and email. This role is in charge of resolving customer complaints, processing refunds and replacements when needed and providing the best possible customer service to anyone who tries to contact us through the proper channels.
Duties & Responsibilities:
Customer Interaction Across Channels:
- Respond promptly and professionally to customer inquiries via phone, chat, reviews, email, and platform-specific messaging (Amazon, Walmart, Macy's, TikTok, Shopify).
- Use approved canned responses where applicable, while also providing personalized support as needed.
- Manage Address, Fraud, and Operator Holds following the processes outlined in the SOP.
- Manage orders by creating, editing, and canceling where appropriate.
- Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation.
Order Inquiries on TikTok and Shopify:
- Respond to customer inquiries regarding order status, shipping updates, and delivery concerns.
- Investigate and resolve any issues related to lost, delayed, or incorrect orders.
- Escalate technical or complex issues to the Customer Support Lead when necessary.
Refund and Return Requests on TikTok:
- Manage and resolve refund and return requests from customers on TikTok.
- Use the provided canned responses while clearly explaining return/refund procedures and policies.
- Maintain detailed and accurate records of all return and refund requests and outcomes.
Amazon Customer Support:
- Respond to Amazon customer messages, reviews, or inquiries in compliance with Amazon's customer service standards.
- Resolve issues promptly, including complaints about product quality, delivery, or order issues.
- Monitor Amazon performance metrics related to customer service (e.g., response time, satisfaction ratings) and work to maintain high standards.
ShipHero:
- Manage Shipment tracking, returns, and order holds.
Phone Support:
- Receive inbound customer calls and address concerns related to orders, products, or service issues.
- Escalate unresolved issues appropriately while ensuring the customer feels heard and supported.
- Log all calls and outcomes accurately into the support system.
General Support Responsibilities:
- Proactively identify recurring customer issues and suggest improvements to internal processes or FAQs.
- Stay up to date with product knowledge, promotions, and policy changes.
- Participate in team meetings, training sessions, and feedback loops to continuously improve support quality.
Qualifications
- Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
- Hands-on experience using Gorgias as a CRM is required (must be comfortable managing tickets, macros, tags, and workflows)
- Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
- Strong written and verbal communication skills with the ability to adapt tone across different support channels
- Experience supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
- Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
- Comfortable using canned responses while knowing when to personalize communication to ensure a positive customer experience
- Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes
- Ability to investigate order-related issues including delayed, lost, or incorrect shipments and escalate when appropriate
- Familiarity with customer service KPIs such as response time, resolution time, and customer satisfaction metrics
- Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
- Willingness to work shifting schedules, including coverage across different time zones if required
- Comfortable using time-tracking tools and support systems to accurately log hours and customer interactions
- Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements