This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.Client OverviewOur client is a U.S.-based e-commerce company specializing in premium home décor and lifestyle products. With a strong focus on customer satisfaction, they have built a reputation for quality and service excellence. Their support team operates with clear processes, strong onboarding infrastructure, and a collaborative environment designed to set every team member up for success from day one.Role OverviewThe Customer Service Agent will serve as the frontline of the support team, handling inbound customer inquiries via phone and email while delivering seamless resolutions for U.S.-based customers. The Customer Service Agent will navigate multiple internal systems to manage order-related issues, shipping concerns, and escalations in line with established SLAs and SOPs. This is a Tier 1 support role with clearly defined escalation paths and robust onboarding support.LocationFully Remote (Work from Home) | 9 AM - 5 PM ESTKey ResponsibilitiesCustomer Support & CommunicationHandle inbound customer inquiries via phone and email with professionalism and efficiencyAssist customers with order tracking, shipping updates, returns, exchanges, and product questionsProcess cancellation and modification requests in a timely manner — with particular urgency on Mondays to address weekend ticket backlogMaintain a positive customer experience aligned with brand standards at all timesSystems & Tools NavigationNavigate multiple platforms simultaneously including CRM, ERP, WMS, and website backend to resolve customer issues efficientlyDocument all customer interactions accurately in Zendesk or the designated ticketing systemUtilize Microsoft Office and standard computer tools as part of daily workflowLogistics & Claims ManagementFile claims with carriers including FedEx, UPS, and USPS for damaged or lost shipmentsCreate shipping labels and support logistics-related tasks as neededCoordinate with internal teams to follow up on open carrier casesSLA Adherence & EscalationMeet established SLA targets: first reply within 8 business hours; full resolution within 24–48 hoursEscalate complex or unresolved cases to Tier 2 on-site supervisor team following established protocolsWork closely with the supervisor and internal escalation team to maintain service qualityQualifications — Experience2+ years of customer service experience with demonstrated, hands-on experience handling live phone calls — this is non-negotiableProven experience working with a CRM platform (Zendesk preferred; any comparable tool is acceptable)Experience managing multiple software systems simultaneously in a customer-facing environmentFamiliarity with ERP systems such as NetSuite or SAP is a strong plusExperience with WMS (Warehouse Management Systems) or order management platforms is advantageousPrior experience supporting U.S. customers, with familiarity with U.S. customer service expectations, is a strong plusExperience filing carrier claims or coordinating with logistics providers (FedEx, UPS, USPS) is a plusFamiliarity with Shopify or similar e-commerce platforms is a plusQualifications — SkillsStrong attention to detail — capable of managing multiple systems and tasks simultaneously without errorsCalm under pressure — able to maintain composure and quality during high-volume periodsReliable and accountable — consistent follow-through on commitments and SLA targetsProactive communicator — takes initiative to update customers and internal teams before issues escalateTech-savvy — comfortable learning new systems quickly and adapting to changing toolsReliable internet connection and personal equipment ready to work remotely from day oneBilingual in Spanish is helpful but not requiredOpportunityThis is an opportunity to join a growing, process-driven e-commerce support team where your work directly impacts customer satisfaction and brand loyalty. You'll be part of a collaborative remote environment with clear escalation paths, strong SOPs, and an onboarding process built to set you up for success. If you take pride in delivering great customer experiences and want a stable, full-time remote role supporting a high-volume U.S. brand, this is the right fit for you.Application Process:To be considered for this role these steps need to be followed:Fill in the application formRecord a video showcasing your skill sets