Customer Support Representative

About This Role

Join our support team as a Customer Support Representative and help customers bring their custom merchandise visions to life. You'll answer questions about our products, assist with design tool issues, track orders, and ensure every interaction leaves customers feeling valued.

What You'll Do

• Respond to customer inquiries via email, chat, and phone within established SLA targets
• Assist customers with product selection, design tool questions, and order placement
• Track and update customers on order status, shipping, and delivery timelines
• Process returns, exchanges, and refund requests following company policies
• Document customer issues and feedback for product and operations improvement
• Troubleshoot common website and design tool issues with guided support
• Identify upsell and cross-sell opportunities during customer interactions
• Contribute to FAQ documentation and knowledge base articles

What We're Looking For

• 1+ year of customer service experience, preferably in e-commerce or retail
• Excellent written and verbal communication skills
• Strong problem-solving skills and ability to think on your feet
• Comfortable with technology and able to learn new software quickly
• Empathetic approach to customer interactions with a genuine desire to help
• Ability to multitask and manage multiple conversations simultaneously
• Reliable internet connection and quiet workspace for remote work
• Availability for occasional weekend and evening shifts

Nice to Have

• Experience with design software or creative tools
• Knowledge of custom merchandise products (printing, embroidery, etc.)
• Familiarity with help desk tools (Zendesk, Intercom)
• Bilingual skills (English/Spanish, English/French)
• Previous experience in a remote customer support role

Benefits & Perks

• Competitive salary with performance bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) with company match up to 4%
• Unlimited PTO with minimum 15 days encouraged
• Professional development budget ($2,000/year)
• Employee merchandise discount (50% off all products)
• Home office stipend for remote roles ($1,500 one-time)
• Quarterly team retreats and company events
• Parental leave (12 weeks paid)
• Mental health and wellness programs