Retail Support Agent

About the Role

This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Key Responsibilities

• Begin each shift by reviewing the assigned queue of customer calls, emails, and chat conversations in a support platform such as Gladly.
• Respond to customer questions about online store products, product details, availability, website navigation, delivery updates, returns, and exchanges using approved information.
• Ask clear follow-up questions to understand the shopper's request and confirm the relevant purchase or product before providing next steps.
• Review available product and order details carefully, comparing information across the online store and internal reference materials.
• Enter concise interaction notes, customer requests, actions taken, and promised follow-up details in the support platform such as Gladly.
• Use a live chat such as Crisp to assist shoppers with timely written responses while maintaining a helpful and professional tone.
• Follow up on unresolved questions with ecommerce operations contacts or product information contacts and update the customer when information is available.
• Escalate complex website, delivery, product availability, or return concerns to the customer service team lead with complete notes and relevant details.
• Share recurring customer questions and unclear product information with the support team to support consistent answers across channels.
• Manage assigned conversations through resolution or handoff, ensuring customers understand the next step and expected contact point.
• Meet quality expectations measured by accurate information, timely turnaround, complete notes, appropriate follow-up, and respectful customer interactions.

Qualifications

• High school diploma or equivalent.
• No experience required, related experience preferred.
• Interest in online retail support, online shopping journeys, product information, and shopper assistance.
• Ability to learn a support platform such as Gladly and a live chat such as Crisp.
• Ability to read product details, compare available information, and explain next steps clearly.
• Strong written and verbal communication for customer conversations across calls, emails, and chat.
• Reliable computer, high-speed internet, and a quiet private workspace for fully remote work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.