Core Responsibilities
• Customer Support Operations
• Respond to support tickets (email & chat)
• Troubleshoot return requests, replacements, and warranty issues
• Ensure timely and accurate order entry, adjustments, and follow-up communications
• Monitor order statuses and proactively resolve shipping or fulfillment issues
• Support incoming donation requests and process them according to company guidelines as needed
• Social & Public Channels
• Monitor and respond to social media comments, DMs, and reviews in Richpanel when needed
• Flag customer trends or reputational risks for escalation
• Order & Return Management
• Support Customer Service Lead process returns, refunds, exchanges, and warranty claims
Qualifications
• Strong experience in customer service (2-3 years), with a proven track record of success
• Excellent communication skills, both written and verbal
• Empathetic, patient, and customer-first mindset
• Ability to stay professional, calm, and efficient under pressure
• Strong organizational skills and attention to detail
• Proactive and solution-oriented approach to challenges
• Familiarity with e-commerce platforms, CRM systems, and other customer support tools is a plus