Email Customer Support Representative – eCommerce

Ready to join a fun tech brand with consistent growth and innovation? Velvet Caviar is in need of an awesome Customer Support Representative to assist our customers by providing product and service information via email. The Customer Support Representative will be the front line of communication with the customer and the ideal candidate understands the need for a flawless customer experience and has the ability to multi-task and stay organized in a fast-paced environment. This is a 3-month project-based, full-time role with consideration for long-term employment.

About Us:
Velvet Caviar is a leading fashion accessories brand with over 1+ million social media followers; established in New York since 2015. We’re mostly known for pioneering the tech accessories market with our fashionable phone cases. Our products can be found in national retailers and on hundreds of celebrities and influencers worldwide! Please visit our Instagram at @velvetcaviar and our website, Click to view to gain a clearer understanding of the brand and product line.

What you’ll do:
– Respond and resolve email & chat inquiries
– Process returns, exchanges, warranty claims
– Record all reasons for returns, exchanges, warranty
– Contact negative reviews to win back customer
– Answer any questions from Q&A on Yotpo
– Continue improving FAQs and canned responses
– Assist with social media initiatives
– Help gather data and prepare reports
– Perform other ad hoc tasks relevant to the job

Requirements:
– 2+ years of Customer Service (Email) related experience supporting eCommerce brands
– Available remotely from 8 am to 4 pm EST, Monday to Friday
– Excellent written and verbal communication skills
– Familiarity with Gorgias is a must
– Strong experience with email support tickets
– Familiar with different social media platforms
– Ability to creatively and effectively problem-solve varying customer requests
– Ability to multitask and prioritize effectively in a fast-paced environment
– Strong organization skills and dedication to completing tasks and projects in a timely manner
– Detail-oriented with a high level of accuracy
– Team player with a can-do attitude
.
Perks:
– Be a key player in a growing brand!
– 100% remote position
– Above-average compensation
– Year-end performance bonuses
– Paid holidays & paid time off
– Strong growth opportunity
– Long-term position

If you think you are what we’re looking for, please send a copy or link to your updated resume. Please do not apply if you do not have relevant work experience. Thank you!