Customer Service Representative for an eCommerce Company - (US-based/Remote)
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
Open to Anywhere in LATAM · UTC-5…UTC-4. Set where you work from to check your eligibility.
No BS summary
Customer service representative for a US-based direct-to-consumer apparel brand, 2+ years customer service experience required. Remote, LATAM-based candidates only with availability aligned to US Eastern Time; must write excellent English. Needs experience with helpdesk software (Gorgias/Zendesk/Freshdesk or similar), Shopify, and spreadsheet/data-entry accuracy; role can grow into broader ops.
Core skills
Required skills
Optional skills
Required languages
Paired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. 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 following existing SOPs 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 Latin America based, with availability aligned to Eastern Time Long-term role with a small, growing team Benefits Remote Working for US Company Exposure to new technology & trend Competitive Salary
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 following existing SOPs
- 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
What they require
- 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
- Preferred: Experience with an apparel, sustainability, or lifestyle brand
Benefits
- Remote Working for US Company
- Exposure to new technology & trend
- Competitive Salary
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