Customer Service Representative

In-House Customer Service & Ticket Support Representative

2 shifts:
9:30am to 6:30pm - 2 people needed
2:00pm to 10:30pm - 2 people needed

Job Summary

We are seeking dependable, professional, and highly organized In-House Customer Service & Ticket Support Representatives to join our growing customer service team.

This is an on-site position focused primarily on managing customer support tickets and moderating customer conversations on our online platform. You will be responsible for reviewing customer concerns, researching account and order information, providing clear and accurate responses, resolving issues within established company policies, and escalating situations that require additional assistance.

This is not a traditional call-center or front-desk customer service position. The majority of customer communication is handled through our online ticketing system and community chat platform.

The ideal candidate is comfortable working on a computer throughout the day, communicates clearly in writing, can remain professional when dealing with frustrated customers, and is capable of handling a high volume of customer interactions without sacrificing accuracy or attention to detail.

Responsibilities

• Review, investigate, and respond to customer support tickets through our internal ticketing system.
• Research customer accounts, orders, payments, shipment information, and previous communications to accurately resolve customer concerns.
• Provide clear, professional, and helpful written responses while following established company policies and procedures.
• Moderate customer conversations and activity within our online community and chat platform.
• Answer general customer questions and direct customers to the appropriate information or resources.
• Identify legitimate order, payment, shipping, account, or technical issues requiring staff intervention.
• Recognize situations that do not require escalation and provide customers with the correct information or guidance.
• Escalate complex, unusual, or sensitive situations to supervisors or the appropriate department when necessary.
• Document customer interactions, actions taken, and resolution details accurately within internal systems.
• Review previous ticket history and customer communications before responding to ensure continuity and prevent duplicate or conflicting responses.
• Help enforce community guidelines and platform rules consistently and professionally.
• Address inappropriate behavior, spam, repeated posting, misinformation, or other violations within the community according to established moderation procedures.
• De-escalate frustrated or upset customers while remaining professional, factual, and solution-focused.
• Work closely with fulfillment, shipping, payment, management, and technical teams when additional information is required to resolve a customer issue.
• Identify recurring customer issues or trends and report them to management.
• Maintain customer confidentiality and properly handle sensitive account and order information.
• Assist with maintaining internal customer service documentation, response templates, FAQs, and procedures.
• Manage multiple open conversations and tickets while prioritizing urgent or time-sensitive matters appropriately.
• Maintain accurate, consistent, and professional communication across all customer interactions.

Requirements

• Previous experience in customer service, customer support, ticket support, community moderation, e-commerce support, or a similar role is preferred.
• Excellent written communication skills, including spelling, grammar, professionalism, and the ability to explain information clearly.
• Strong computer skills and the ability to quickly learn new software, websites, dashboards, and internal systems.
• Ability to research information across multiple systems before responding to a customer.
• Strong attention to detail and the ability to accurately follow established policies and procedures.
• Ability to handle a high volume of tickets and customer conversations efficiently.
• Strong organizational and multitasking abilities.
• Ability to remain calm and professional when communicating with frustrated, demanding, or upset customers.
• Good judgment and the ability to determine when an issue can be resolved independently and when it should be escalated.
• Ability to communicate confidently without guessing or providing inaccurate information.
• Comfortable working as part of a team in a fast-paced environment.
• Dependable attendance and punctuality.
• Ability to maintain confidentiality regarding customer, company, order, and payment information.

Preferred Qualifications

• Experience using customer support or ticketing software.
• Experience moderating an online community, forum, social platform, Discord, Skool, Facebook Group, or similar environment.
• E-commerce customer service experience.
• Experience researching order, payment, tracking, or account-related issues.
• Familiarity with Stripe, shipping carrier tracking systems, or online order management platforms.
• Experience working in a high-volume customer support environment.

What We Are Looking For

We are looking for people who can balance customer service with problem solving.

The right candidate understands that excellent customer service does not simply mean telling a customer what they want to hear. It means listening to the issue, researching the facts, communicating clearly, following company policies, finding the correct resolution, and knowing when additional intervention is necessary.

You should be able to move efficiently between multiple tickets and conversations while maintaining accuracy, professionalism, and consistency.

If you are organized, computer-savvy, communicate well in writing, enjoy solving problems, and can confidently manage customer interactions in a fast-moving online environment, we would love to hear from you.

Pay: From $19.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Retirement plan
• Vision insurance

Work Location: In person