Customer Service Representative for an eCommerce Company - (US-based/Remote)

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About the role
A fast-growing DTC apparel brand in the US is looking for a Customer Service Representative to own their support inbox and keep the customer experience sharp as they scale. You will be the first line of contact for their community, handling everything from order questions to pre-order updates, and helping build the systems that make support faster over time.
This starts as a customer service role but has real room to expand into broader operational support for someone who shows initiative.
What you'll do
Reply to customer support tickets with clear, warm, on-brand written communication
Manage pre-order issues, shipping delays, returns, and store credit requests
Build out canned responses and new SOPs as recurring patterns show up in the queue
Run a twice-weekly check on unfulfilled orders older than 3 days and chase down whatever is holding them up
Support backend and admin tasks: generating barcode labels for suppliers, creating new products in the ecommerce platform, spreadsheet checks, SKU accuracy, and general data entry
Flag recurring product or fulfillment issues to the team so they get fixed at the source
Requirements
What we're looking for
2+ years in a customer service role, ideally supporting a direct-to-consumer or ecommerce brand
Excellent written English. You can be friendly and efficient in the same sentence
High empathy and EQ. You can de-escalate a frustrated customer without sounding scripted
Reliable and punctual. The team needs to know the inbox is covered
Comfortable with helpdesk software (Gorgias, Zendesk, Freshdesk or similar) and Shopify
Detail-oriented with spreadsheets and data entry
Genuinely interested in growing into broader operational responsibilities
Nice to have
Experience with an apparel, sustainability, or lifestyle brand
Familiarity with inventory or barcode/SKU workflows
Details
Full-time, 100% remote
Long-term role with a small, growing team
Benefits
Remote Working for US Company
Exposure to new technology & trend
Competitive Salary

Work arrangement
No