Customer Service Email Representative (E-commerce, Remote)

We are seeking a customer-focused and detail-oriented Customer Service Email Representative to support our growing e-commerce business. This role is responsible for managing customer inquiries through email, resolving order and product concerns, processing subscriptions, refunds, and returns, and implementing customer retention strategies. The ideal candidate has excellent written communication skills, strong problem-solving abilities, and a commitment to delivering exceptional customer experiences while following established SOPs.

• Respond to customer emails regarding orders, subscriptions, products, billing, shipping, returns, refunds, exchanges, and account concerns with professionalism, empathy, and accuracy.
• Manage subscription requests, including cancellations, pauses, and modifications, using platforms such as Checkout Champ or Loop.
• Process refunds and returns in accordance with company policies while ensuring accurate documentation.
• Utilize approved customer retention strategies, including subscription pauses, partial refunds, product education, brewing recommendations, and store credits before processing cancellations.
• Maintain accurate customer records by applying appropriate tags, notes, and documentation in Commslayer or other CRM platforms.
• Identify and escalate high-risk customer issues, including dispute threats, BBB complaints, and complex cases, following established procedures.
• Collaborate with Fulfillment, Warehouse, Quality Assurance, Leadership, and other teams to resolve customer issues efficiently.
• Meet established KPIs for response time, resolution time, quality, productivity, customer satisfaction, and documentation accuracy while effectively utilizing templates, macros, and AI-assisted tools.

• Previous experience in customer service, email support, or e-commerce customer service preferred.
• Excellent written communication, grammar, and proofreading skills.
• Strong problem-solving, conflict resolution, and organizational abilities.
• Ability to manage high email volumes while maintaining accuracy and quality.
• Experience with CRM platforms, help desk software, and subscription management tools is an advantage.
• Ability to follow SOPs and work independently in a fast-paced environment.

• E-commerce and subscription-based businesses.
• Checkout Champ, Loop, Commslayer, Zendesk, Gorgias, or similar customer service platforms.
• Customer retention, refund processing, dispute management, and order support.

• Customer satisfaction (CSAT) and retention rates.
• First response time and resolution time.
• Documentation accuracy and SOP compliance.
• Email quality, productivity, and ticket management performance.