Customer Service Representative

Responsibilities

• Respond to customer inquiries via email and support channels with professional and empathetic assistance
• Manage order-related issues including reshipments, replacements, delivery delays, and tracking investigations
• Maintain accurate customer records and document all support interactions within company systems
• Create, update, and refine process documentation, training materials, and SOPs in Notion
• Review existing workflows to identify opportunities to streamline customer support and operational processes
• Collaborate with team members to ensure consistent communication and timely issue resolution
• Assist with additional administrative and operational tasks as business needs evolve

Requirements

• Proven experience using Freshdesk and Shopify
• Proficiency in Notion for documentation and process management
• Strong English proficiency (CEFR level required)
• Experience with Airtable and Google Sheets
• Strong problem-solving skills and the ability to work autonomously
• Ability to work part-time (20 hours/week) during 10 AM to 2 PM CT

Preferred Qualifications

• Experience handling administrative tasks
• Empathetic communication style
• Familiarity with the puzzle hobby and understanding of puzzle-related quality concerns

Benefits

• Competitive salary and 13th-month pay
• 12 days of Paid Time Off (PTO) and 12 paid US holidays
• 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.