Customer Service Representative II

Work Setup: Remote/WAH

Schedule: Mon - Fri, 9-6pm ET

Employment Type: Full-Time

As a Customer Service Representative II, you’ll serve as an extension of the brand, handling customer interactions across multiple digital channels while ensuring high-quality service, accurate resolutions, and a consistent brand experience.

You’ll work closely with the team to resolve customer concerns, support retention, identify trends, and proactively surface customer feedback that can help improve the overall customer experience.

What does a day in the life of a Customer Service Representative II look like? 

• Customer Support – Non-Voice

  • Provide customer support through email, live chat, and social media

  • Respond to customer inquiries promptly, professionally, and thoughtfully

  • Deliver knowledgeable, personalized, and brand-appropriate customer service

  • Maintain a consistent tone and voice across all customer interactions

  • Build genuine connections with customers while representing the brand authentically

• Customer Issue Resolution

  • Handle escalations and complex customer situations with confidence, empathy, and good judgment

  • Support VIP and high-value customers with a high level of care and attention

  • Research customer concerns and provide accurate, effective solutions

  • Take ownership of issues from initial contact through resolution

  • Escalate complex or sensitive concerns appropriately

  • Identify recurring issues and customer trends that may require operational attention

• Social Media & Customer Engagement

  • Engage with customers through social media and respond to customer questions, comments, and concerns

  • Represent the brand appropriately across social channels

  • Adapt communication based on the customer, platform, and situation

  • Maintain a strong understanding of the brand's customer demographic

  • Create positive, personalized interactions that strengthen customer loyalty

• Brand Experience & Customer Retention

  • Consistently understand and mirror the brand voice across all channels

  • Create meaningful customer experiences that feel authentic to the brand

  • Support customer retention and overall satisfaction

  • Recognize opportunities to turn challenging customer interactions into positive experiences

  • Proactively share customer feedback, trends, and insights with the team

• Quality & Performance

  • Meet campaign KPIs, quality standards, and service-level expectations

  • Maintain accuracy and attention to detail across all customer interactions

  • Follow client processes, policies, workflows, and brand guidelines

• Team Collaboration & Adaptability

  • Work effectively with internal teams and client stakeholders

  • Operate independently and take ownership of customer concerns

  • Exercise sound judgment when making customer-focused decisions

  • Adapt to changing processes, priorities, systems, and campaign requirements

What are the required qualifications for a Customer Service Representative II? 

We’re looking for experienced brand representatives and CX specialists, rather than traditional support agents.

• Experience & Customer Experience

  • Strong e-commerce and DTC customer support experience

  • Proven experience handling escalations and complex customer concerns

  • Experience supporting VIP, high-value, or priority customers

  • Experience working in a fast-paced customer experience environment

  • Experience identifying customer trends and proactively surfacing feedback

• Social Media & Brand Communication

  • Hands-on social media customer engagement experience is highly important

  • Experience responding to customer questions, comments, and concerns across social platforms

  • Excellent written English and strong communication skills

  • Ability to understand, adopt, and consistently mirror a brand's voice

  • Ability to communicate naturally while maintaining professionalism and empathy

• Industry & Brand Fit

  • Experience with fashion, apparel, lifestyle, retail, or culturally driven DTC brands is highly preferred

  • Strong understanding of e-commerce customers and their expectations

  • Ability to represent a brand authentically and build meaningful customer relationships

• Problem Solving & Independence

  • Strong judgment and the ability to make thoughtful decisions when handling complex situations

  • Comfortable working with autonomy and minimal supervision

  • Strong problem-solving and critical-thinking skills

  • Ability to take ownership of customer concerns and see them through to resolution

  • Calm, empathetic, and professional when handling difficult customers or high-pressure situations

• Technical Skills

  • Experience with customer support and e-commerce platforms is preferred, particularly:

    • Gorgias – current customer support platform

    • Gladly – familiarity is a plus, as the campaign may transition to Gladly

    • Shopify

    • Fulfillment, inventory, or order management platforms

    • Social media platforms and customer engagement tools

    • Email and ticketing platforms

    • Live chat platforms

    • Remote communication and collaboration tools

If you are interested, you can access your instant interview here: https://alpharun.com/i/kC-BfBxoz7Bk6ctW8h0bB

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.