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 escalate 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.

Customer Service Representative | 65717884337