Customer Service Representative II

🕒 September 18

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Provide non-voice customer support through email, live chat, and social media • Respond promptly, professionally, and thoughtfully to customer inquiries • Deliver knowledgeable, personalized, and brand-appropriate service • Maintain a consistent brand tone and voice across customer interactions • Build genuine customer connections while authentically representing the brand • Handle escalations and complex customer situations • Support VIP and high-value customers • Research customer concerns and provide accurate, effective solutions • Own issues from initial contact through resolution • Escalate complex or sensitive concerns appropriately • Identify recurring issues and customer trends requiring operational attention • Engage with customers through social media and respond to questions, comments, and concerns • Adapt communication to the customer, platform, and situation • Maintain understanding of the brand’s customer demographic • Create positive, personalized interactions that strengthen customer loyalty • Support customer retention and overall satisfaction • Recognize opportunities to turn challenging interactions into positive experiences • Share customer feedback, trends, and insights with the team • Meet campaign KPIs, quality standards, and service-level expectations • Maintain accuracy and attention to detail • Follow client processes, policies, workflows, and brand guidelines • Collaborate with internal teams and client stakeholders • Operate independently and take ownership of customer concerns • Adapt to changing processes, priorities, systems, and campaign requirements

🎯 Requirements

• Experienced brand representative or CX specialist • 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 in a fast-paced customer experience environment • Experience identifying customer trends and proactively surfacing feedback • Hands-on social media customer engagement experience • Experience responding to 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 • Experience with fashion, apparel, lifestyle, retail, or culturally driven DTC brands highly preferred • Strong understanding of e-commerce customers and their expectations • Ability to represent a brand authentically and build meaningful customer relationships • Strong judgment and thoughtful decision-making in complex situations • Comfortable working autonomously with minimal supervision • Strong problem-solving and critical-thinking skills • Ability to take ownership of customer concerns through resolution • Calm, empathetic, and professional when handling difficult customers or high-pressure situations • Experience with customer support and e-commerce platforms preferred • Experience with Gorgias; familiarity with Gladly is a plus • Experience with Shopify fulfillment, inventory, or order management platforms • Experience with social media platforms and customer engagement tools • Experience with email and ticketing platforms • Experience with live chat platforms • Experience with remote communication and collaboration tools

🏖️ Benefits

• Remote/WAH work setup • Monday–Friday, 9:00 AM–6:00 PM ET schedule • Full-time employment • Equal Employment Opportunity employer