Note: The job is a remote job and is open to candidates in USA. SupportNinja is hiring a Customer Service Representative II to serve as an extension of clients’ brands across digital customer support channels. The role handles customer inquiries, complex issues, escalations, social media engagement, retention efforts, and customer feedback while maintaining service quality and brand consistency.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Strong understanding of e-commerce customers and their expectations
- Ability to represent a brand authentically and build meaningful customer relationships
- 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
- Experience with customer support and e-commerce platforms is preferred, particularly:
- Gorgias – current customer support platform
- 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
- Experience with fashion, apparel, lifestyle, retail, or culturally driven DTC brands is highly preferred
- Experience with customer support and e-commerce platforms is preferred, particularly:
- Gladly – familiarity is a plus, as the campaign may transition to Gladly
Benefits
- Remote/WAH work setup
Company Overview