Customer Service Coordinator (Part-Time)

About the Role

TONYMOLY USA is a Korean beauty brand with a loyal customer base. We’re looking for an experienced Customer Service Coordinator to be the voice of our brand. You will own customer inquiries in Gorgias, resolve order and product issues quickly, and support day-to-day Shopify operations.

Key Responsibilities

Customer Support (primary)

• Respond to customer inquiries in Gorgias within 24 business hours, in a warm, professional, on-brand voice.
• Resolve order, shipping, return, refund, and exchange issues in line with company policy.
• Answer product questions, including usage, ingredients, and skin-type guidance.
• Escalate adverse-reaction, product safety, chargeback, and sensitive complaints to the appropriate team member immediately.
• Maintain Gorgias macros, templates, and help-center content.
• Track response times and customer satisfaction, and report recurring issues to marketing and operations.

Shopify Operations (secondary)

• Process and monitor orders and keep inventory records accurate.
• Support product and collection launches, including promotions, discounts, and flash sales, with advance customer messaging ready.
• Work with marketing and design to confirm accurate product descriptions, images, and pricing.

Qualifications

• 2+ years of customer service experience, preferably in e-commerce or direct-to-consumer.
• Beauty or skincare industry experience required.
• Hands-on experience with Shopify and Gorgias required.
• Strong written and verbal communication skills.
• Excellent organization and time management, with the ability to prioritize in a fast-paced environment.
• Sound judgment in handling upset customers and protecting customer data.
• Ability to work independently and as part of a team.
• Bachelor’s degree in Business, Marketing, eCommerce, or a related field, or equivalent experience.

What We Offer

• $22-$25/hour, based on experience
• Part-time schedule of up to 20 hours/week
• Generous employee product discount
• Opportunity to grow with a dynamic brand in the beauty industry