Customer Support Representative - Direct-to-Consumer (DTC) Brand

3 days, 18 hours ago
Full-time
Mid Level
Customer and Technical Support
NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017

Description

  • Manage customer enquiries through email and social media.
  • Resolve customer issues and provide accurate, timely solutions.
  • Handle complex cases through coordination with internal teams.
  • Document customer interactions and case details.
  • Respond to comments and complaints while maintaining the brand voice.
  • Escalate urgent or sensitive concerns when necessary.
  • Monitor social sentiment, recurring issues, and customer feedback trends.
  • Adapt communication to each channel and customer need.
  • Meet individual and team performance targets while maintaining consistent service quality.
  • Identify support process improvements and suggest solutions to recurring problems.

Requirements

  • At least 3 years of experience in customer support, customer service, or community management.
  • Fluent written and spoken English, with the ability to adjust tone across channels.
  • Experience supporting a direct-to-consumer (D2C) brand.
  • Experience with Shopify and Gorgias; Recharge experience is a plus.
  • Proficiency with Office 365 and Google Workspace.
  • Strong attention to detail and effective prioritization skills.
  • Ability to use initiative and make sound decisions when resolving customer issues.
  • Proactive approach to identifying problems, raising concerns, and recommending solutions.
  • Ability to learn new products, processes, and systems quickly.
  • Ability to manage multiple queries during busy periods while maintaining service quality and brand tone.

Benefits

  • HMO coverage after 3 months.
  • Extra holiday pay and paid time off.
  • Mental health leave and general leave credits.
  • Birthday leave.
  • Gym stipend allowance.
  • Remote work setup.
  • People-first culture and supportive team environment.

Interested in this position?

Apply directly on the company website

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