Customer Service Representative

Responsibilities

• Respond to customer inquiries via multiple communication channels in a timely and professional manner
• Resolve customer concerns, complaints, and service issues
• Provide accurate information regarding products, services, policies, and procedures
• Process orders, returns, refunds, exchanges, and account updates
• Document customer interactions and maintain accurate records in the CRM system
• Escalate complex issues to the appropriate team when necessary
• Follow up with customers to ensure satisfactory resolution
• Collaborate with internal teams to improve customer satisfaction and operational efficiency
• Meet established service level agreements (SLAs) and quality standards

Requirements

• Proven customer service experience with Shopify
• Availability from 11 AM to 3 PM EST on weekdays, plus availability on weekends
• High level of English proficiency
• Strong desire to grow into a leadership role managing policy, product feedback, and training AI support flows

Benefits

• Competitive salary and 13th-month pay
• 12 days of Paid Time Off (PTO)
• 12 paid US holidays off per year
• Maternity and paternity leave
• Comprehensive healthcare and life insurance
• Mental health support and wellness resources
• Milestone gifts, birthday treats, and exciting team experiences

About the Company

Coconut connects founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins: clients achieve their goals, and our virtual professionals find purpose and growth in their work.