Customer Service Representative (Live Call)

Key Responsibilities:

• Handle live inbound and outbound customer calls, resolving order, product, billing, and shipping questions in real time.
• Escalate complex or sensitive cases to leadership promptly and with clear context.
• Maintain accurate case notes in Richpanel and flag recurring issues to leadership.

Qualifications:

• Prior customer service experience, ideally phone-based or call center.
• Reliable backup device and internet connection, a working camera, and a quality headset.
• Ability to work one of two assigned shifts (6:00 AM-2:00 PM ET or 2:00 PM-10:00 PM ET) with flexible rest days.

Work Environment and Culture:

• Fully remote position with a growing international team; direct coaching and feedback culture with camera-on sessions.
• Performance and outcomes are prioritized over hours worked; value output, accountability, and thirst for knowledge.
• Tools used include Shopify, Richpanel, Loop, Checkout Champ, When I Work, and Fulfil.