Customer Service Agent - Remote

Overview

We are seeking a Customer Service Agent to lead customer support operations for a growing e-commerce client, focusing on delivering exceptional customer experiences and optimizing workflows.

In Short

• Manage inbound support tickets via Zendesk.
• Optimize customer experience workflows.
• Handle orders, exchanges, and refunds on Shopify and Amazon.
• Respond to customer inquiries via social media.
• Monitor and report on customer experience KPIs.
• Implement process improvements and AI automation.
• Collaborate with cross-functional teams.
• Maintain knowledge base articles and FAQs.
• Proactively identify customer needs.
• Work full-time, Monday to Friday, 9:00 AM - 5:00 PM US PST.

Requirements

• 3-5 years of freelancing experience with strong English communication skills.
• 2+ years in a customer service leadership role.
• 5+ years of customer service/BPO experience.
• Proven expertise in Zendesk.
• Hands-on experience with Shopify and Amazon.
• Strong understanding of customer experience metrics.
• Fast typing speed with high accuracy.
• Highly organized and able to manage multiple priorities.
• Familiarity with social media workflows is a plus.

Benefits

• Remote work opportunity.
• Competitive contractor fee.
• Opportunity to work with a growing e-commerce client.
• Flexible work schedule.
• Access to AI tools and automation technologies.