Customer Service Agent

Customer Service Agent – E-commerce

We're a fast-growing, multi-channel e-commerce business, and we're looking for a Customer Service Agent to be the frontline voice of our brand.

You'll be responsible for resolving customer issues quickly and accurately across Amazon, Shopify, Walmart, and phone channels. Working closely with the Customer Service Manager and warehouse team, you'll help turn every interaction into a positive outcome — protecting our reviews, reducing unnecessary costs, and keeping customers happy.

What You'll Own

• Amazon messaging & escalations. Respond to incoming Amazon Buyer-Seller messages strictly adhering to policy, with zero prohibited links or review requests.
• Multi-channel support. Manage inbound Zendesk tickets across Email, Shopify, and Walmart Partner Portal with fast, accurate resolutions.
• Phone support. Handle incoming customer calls and conduct scheduled call-backs for urgent order issues or complex inquiries.
• Post-resolution follow-ups. Conduct proactive outreach post-delivery on eligible direct channels (Shopify) to ensure product satisfaction.
• Review outreach & tracking. Follow up with non-Amazon customers for website/Trustpilot reviews and maintain the Negative Review Tracker.
• Parts processing. Identify missing/damaged items and dispatch exact replacement parts from the internal system to specific orders.
• Returns & refunds. Process customer returns, issue compliant refunds, and maintain detailed refund logging to monitor CS costs.
• Claims & carrier disputes. Manage A-to-z Claims, Chargebacks, and Carrier Damage claims (lost/damaged packages) to recover funds.
• Inventory & order audits. Check stock availability, verify order details, and cross-reference shipping status before resolving claims.
• Warehouse collaboration. Collaborate directly with the warehouse fulfillment team to ensure smooth replacement dispatch and error prevention.
• Manufacturer issue tracking. Catalog product defect images, missing hardware patterns, and customer complaints to report directly to manufacturers.
• Cost reduction. Proactively suggest workflow ideas and solutions to reduce unnecessary part dispatches, shipping costs, and refunds.
• Daily task & SOP execution. Follow strict SLAs, SOPs, and daily scheduled task lists, tracking work via Asana (including clock-in/out logging).

About You

We're looking for someone detail-oriented and empathetic, who thrives in a fast-paced, multi-channel support environment and takes real ownership of every ticket.

You'll also bring:

• E-commerce & channel experience. 2+ years handling Amazon Seller Central, Shopify, Walmart, and Zendesk ticketing workflows.
• Attention to detail & rule adherence. 100% commitment to following policy instructions, SLA deadlines, and an "ask when unsure" compliance mindset.
• Empathy & de-escalation. Strong verbal/written English skills to de-escalate frustrated parents while maintaining brand integrity.
• Weekend availability. Flexible to work weekend coverage shifts in rotation and remain dependable, accountable, and easily reached during shift.

What we offer?

• Competitive Compensation
• 100% remote
• B2B contract agreement

Why working with us?

At Jumpzylla we build products that bring families together and make everyday life a little more fun.

• Make a visible impact. Your ideas won't disappear into layers of approvals. You'll see your work influence real products, customers, and business results.
• Own it like it's yours. We trust people to take responsibility, make decisions, and turn good ideas into action.
• Grow with the business. We're ambitious, fast-moving, and constantly improving — creating plenty of room for you to learn, stretch, and shape your role.
• Work with a truly international team. Collaborate with talented people across countries, cultures, and time zones, all working toward shared goals.
• No two days are exactly the same. From resolving tricky claims to helping a customer smile again, there is always a new challenge to take on.
• Win as one team. We value honest communication, reliability, mutual support, and people who care about the collective result — not just their own task list.
• Build something people genuinely enjoy. Our products create movement, laughter, and memorable family moments. That makes the hard work feel worthwhile.

Job Type: Full-time

Application Question(s):

• How many years of experience you have with various marketplaces (eg.Amazon, Shopify, Walmart) ?
• Have you ever worked with physical goods ?

Language:

• English (Required)

Work Location: Remote