Customer Service Email Representative – E‑commerce (Remote)

About the role

We are looking for a customer‑focused Email Representative to join our growing e‑commerce team. Working remotely, you will handle inbound email inquiries, resolve order and product issues, and support subscription, refund and return processes while ensuring a high level of customer satisfaction.

Key responsibilities

• Respond to customer emails about orders, subscriptions, billing, shipping, returns, refunds, exchanges and account concerns with professionalism and accuracy.
• Manage subscription requests—including cancellations, pauses and modifications—using platforms such as Checkout Champ or Loop.
• Process refunds and returns according to company policies, maintaining accurate documentation.
• Apply customer retention strategies (subscription pauses, partial refunds, product education, brewing recommendations, store credits) before processing cancellations.
• Maintain precise customer records by adding appropriate tags, notes and documentation in Commslayer or other CRM systems.
• Identify and escalate high‑risk issues (dispute threats, BBB complaints, complex cases) following established procedures.
• Collaborate with fulfillment, warehouse, quality assurance, leadership and other teams to resolve issues efficiently.
• Meet KPIs for response time, resolution time, quality, productivity, customer satisfaction and documentation accuracy, using templates, macros and AI‑assisted tools.

Required profile

• Previous experience in customer service, email support or e‑commerce support (preferred).
• Excellent written communication, grammar and proofreading abilities.
• Strong problem‑solving, conflict‑resolution and organizational skills.
• Ability to handle high email volumes while maintaining accuracy and quality.
• Capacity to follow SOPs and work independently in a fast‑paced environment.

Required skills

• Experience with CRM or help‑desk platforms such as Commslayer, Zendesk or Gorgias.
• Familiarity with subscription management tools like Checkout Champ or Loop.
• Proficiency with email templates, macros and AI‑assisted response tools.