Customer Service Specialist

Customer Service Representative E-Commerce

Pay Rate: $21.63 - $23.56/hr

Hours: Part-Time | Approximately 56 hours/day, MondayFriday

Schedule: Approximately 8:00 AM2:00 PM onsite; remote candidates must be able to support EST hours (approximately 7:00 AM1:00 PM or 6:00 AM12:00 PM)

Location: Carlsbad, CA In-office preferred; remote may be considered for the right candidate

Opportunity: Potential to convert to a full-time employee

Summary:

We are seeking a customer-focused Customer Service Representative to join a fast-paced E-Commerce team supporting a growing direct-to-consumer business.

This is an excellent opportunity for someone who enjoys creating exceptional customer experiences while working behind the scenes to ensure orders, returns, exchanges, and customer concerns are handled smoothly from start to finish.

You'll serve as an important voice of the customer, supporting consumers across email, phone, chat, and SMS while partnering closely with E-Commerce, warehouse, logistics, and operations teams. Beyond answering customer questions, you'll help identify recurring trends, improve processes, protect revenue through thoughtful saved-sale conversations, and strengthen overall customer loyalty.

This position is initially part-time, with the possibility of converting to a full-time employee.

What You'll Do:

Manage direct-to-consumer orders throughout the full order lifecycle, from receipt and fulfillment coordination through delivery resolution

Provide timely, thoughtful, and brand-aligned customer support across email, phone, chat, and SMS

Handle returns, exchanges, and cancellations while looking for opportunities to retain customers and save sales

Manage customer service activity within Gorgias, including workflows, macros, tags, routing rules, and performance reporting

Partner with warehouse, logistics, and operations teams to quickly resolve fulfillment and delivery issues

Help maintain and improve customer service policies and processes with a focus on customer experience and retention

Identify recurring customer concerns and provide Voice-of-Customer insights to the E-Commerce and Marketing teams

Prepare weekly reporting around ticket volume, customer themes, escalations, saved-sale results, and opportunities for process improvement

Support post-purchase customer engagement, including review solicitation and user-generated content initiatives

Escalate product, website, and fulfillment issues with the appropriate context and data to support quick resolution

What You Bring:

3+ years of customer service experience, ideally within DTC e-commerce, apparel, retail, consumer products, or lifestyle brands

High school diploma or equivalent required; bachelor's degree preferred

Strong Shopify experience

Proficiency with Excel

Excellent written and verbal communication skills

Strong organizational, prioritization, and time-management abilities

Ability to confidently manage a high volume of customer inquiries, particularly during peak periods

A customer-first mindset with a strong focus on retention, loyalty, and delivering an excellent experience

Ability to identify trends within customer feedback and translate those insights into potential process improvements

Collaborative, proactive approach with a strong sense of ownership

Ability to remain calm, flexible, and solutions-oriented in a fast-moving e-commerce environment

Bonus Points If You Have:

Experience using Gorgias for e-commerce customer service

Experience working within a DTC apparel, fashion, lifestyle, or consumer brand

Familiarity with Klaviyo

Experience with Return Rabbit or similar returns-management platforms

Familiarity with AI-powered productivity or customer service tools

Experience reporting on customer service metrics, ticket trends, and customer feedback

Schedule & Work Arrangement:

This position is expected to work Monday through Friday for approximately 56 hours per day.

In-office candidates are preferred, with an anticipated schedule of approximately 8:00 AM2:00 PM in Carlsbad, CA.

Remote candidates may be considered for the right fit but must be able to consistently work EST-aligned hours, approximately 7:00 AM1:00 PM or 6:00 AM12:00 PM.

There is potential for this opportunity to convert into a full-time employee position.

TCWGlobal is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation.

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