Customer Support Representative | E-commerce | PIONEER ACCOUNT!

About the role

The Tier 1 Customer Support Specialist delivers fast, empathetic, and accurate customer support through Live Chat, Email, and SMS. This role handles high-volume, routine e-commerce inquiries, including order tracking, standard returns, shipping updates, and basic account concerns. The specialist also manages customer interactions seamlessly when AI-powered tools hand off conversations to a human agent.

Key responsibilities

• Handle multiple customer inquiries simultaneously across Live Chat, Email, and SMS while meeting established service level targets
• Resolve routine e-commerce concerns, including order tracking (WISMO), standard returns, address changes, and promotional code inquiries
• Process basic customer appeasements and store credits within authorized limits
• Manage AI-assisted ticket handoffs while maintaining conversation history, context, and response accuracy
• Identify and escalate complex concerns, such as damaged items, payout disputes, and buyer-seller crossover issues, to Tier 2 support
• Meet performance targets for First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT)

About you

• At least 1–2 years of non-voice customer service experience handling Live Chat, Email, or SMS inquiries
• Experience in e-commerce, apparel, fashion, or consignment retail is highly preferred
• Strong written English proficiency, equivalent to B2 level or higher, with excellent grammar, appropriate tone, and active listening skills
• Familiarity with omnichannel CRM platforms such as Kustomer, Zendesk, or Gorgias
• Typing speed of at least 50 WPM with a high level of accuracy
• Ability to manage multiple chat conversations simultaneously while navigating knowledge bases and order management systems