Customer Experience Representative

About the Company

Our client is a direct-to-consumer candle company built around a simple edge: candles that burn over 150 hours, well beyond what most competitors offer. The client sells straight to customers through its own site, Amazon, and TikTok Shop, with a growing footprint across Meta and TikTok marketing. It's a lean team, and customer support runs through email, social channels, and the Amazon portal rather than ticketing software.

Role Overview

This is a remote Customer Support Representative role, Eastern Time hours (Monday through Friday, 9:00 AM to 5:00 PM ET). This person will own the inbox and keep customers feeling taken care of, handling everything from a missing order to a damaged candle to a shipping question, always with a real, human tone instead of a copy-paste script.

Responsibilities

• Front line support: Respond to customer support requests via email, Amazon, and TikTok Shop with a friendly, professional tone.
• Issue resolution: Resolve issues like damaged items, missing orders, and shipping questions.
• Fulfillment coordination: Coordinate with the shipping and fulfillment team to send replacements when needed.
• Order and claims tracking: Create replacement orders in Shopify and document claims, refunds, and replacements accurately.
• Ad hoc support: Handle other customer support tasks as they come up.

Who They're Looking For

• Excellent written English and a warm, customer-first communication style.
• Experience with Shopify, Amazon Seller Central, and/or TikTok Shop (or ability to learn quickly).
• Organized, reliable, and comfortable working independently.
• Reliable internet connection and availability during US Eastern business hours.