Customer Service Representative

Customer Service Representative
Remote · International · Full-Time
Pay: $200 USD per week
Job Description
Gaui is a Miami-based fashion and direct-to-consumer brand looking for an experienced Remote Customer Service Representative with exceptional communication skills, professionalism, and a genuine passion for helping people.
We're looking for someone with world-class written and verbal English, strong experience in e-commerce customer service, and the ability to independently resolve complex situations with speed, accuracy, and sound judgment.
The ideal candidate is highly organized, diligent, proactive, and solution-oriented. Someone who can confidently manage customer inquiries, follow established standard operating procedures (SOPs), and communicate closely with our warehouse and operations teams to ensure timely resolutions.
Above all, our goal is to strengthen customer trust, improve retention, and deliver an exceptional customer experience that reflects the standards of our brand.
Responsibilities
Respond to customer inquiries via email, chat, and social media with professionalism, clarity, and efficiency.
Assist customers with orders, exchanges, returns, shipping concerns, and product-related questions.
Follow established company SOPs, customer service policies, and brand communication standards.
Independently resolve complex customer situations with urgency, sound judgment, and minimal supervision.
Communicate directly with our warehouse manager and fulfillment team to resolve order discrepancies, delays, and operational concerns.
Take ownership of customer cases from initial inquiry through final resolution, ensuring timely follow-up.
Process returns, exchanges, and order adjustments accurately through Shopify and Gorgias.
Maintain organized customer records and accurate documentation of resolutions.
Identify recurring customer issues and recommend improvements to internal processes.
Help improve customer satisfaction, retention, and long-term trust in the brand.
Qualifications + Skills
Previous professional customer service experience is required, (3 years) preferably within fashion, retail, e-commerce, or a DTC brand.
Hands-on experience with Gorgias or Zendesk is required.
Exceptional written and verbal English proficiency is essential, with the ability to communicate naturally, confidently, and professionally.
Experience with Shopify and e-commerce order management is highly preferred.
Proven ability to independently resolve complex customer inquiries.
Strong organizational skills, attention to detail, and excellent time management.
Ability to follow SOPs consistently while exercising sound judgment.
Highly dependable, proactive, and solution-oriented, with minimal supervision required.
Excellent communication skills when coordinating with warehouse, fulfillment, and operations teams.
Ability to manage multiple priorities and remain professional under pressure.
Genuine interest in fashion, e-commerce, and customer experience.
Beyond The Role
While customer service is the primary foundation of this position, we see this person as an important contributor to the overall customer experience.
Communicate effectively, and consistently follow through is essential.
Compensation + Schedule
$250 USD per week
Full-Time · Remote · International
Working hours coordinated with our Miami-based team, with consistent availability during the agreed schedule.
How To Apply
If you're interested in joining our team, please submit your resume for consideration.
If this opportunity genuinely excites you, we'd encourage you to go beyond simply submitting an application. Please email careers@shopgaui.com with your resume and a brief personal introduction.
We believe a resume doesn't always tell the whole story. We'd especially appreciate hearing about your previous customer service experience.

Work arrangement
Yes