Customer Support Representative

**This is a direct-hire role with our client based in Seattle, WA. This role will report to the office and is not eligible for remote work. U.S. work authorization is required and no sponsorship is available.**

The Customer Support Representative provides services for three consumer brands and acts as a key point of contact for direct-to-consumer customers. This role handles incoming inquiries via email, chat, and phone, utilizing multiple internal systems to deliver timely and professional solutions. Flexibility is essential during the holiday season, including extended hours, weekend work, and in-office attendance.

Schedule: Monday through Friday with shifts between 7:00 a.m. and 5:00 p.m., offering some flexibility in start and end times. During the fall and winter, coverage expands to seven days a week with extended early morning to evening hours, including some required weekend shifts.

Responsibilities

• Respond to customer inquiries across email, chat, and phone for all supported brands

• Manage and resolve tickets using the Gorgias help desk platform and AI tools

• Work within Shopify, SalesPad, and other internal systems on a daily basis

• Complete training through hands-on learning, webinars, videos, and job aids

• Assist the marketing team with projects during slower periods

• Maintain an in-office presence during peak holiday times

• Work weekends and extended hours during high-volume periods

• Be available to work in-office between Christmas and New Year

Qualifications

• Strong Microsoft Office skills, including proficiency in Excel

• Ability to quickly learn new tools, systems, and processes

• High attention to detail with an organized, solution-focused mindset

• Comfort communicating with customers through email, chat, and phone

• Ability to ask questions, think critically, and adapt in a fast-moving environment

• Flexibility to work varied schedules during peak seasons, including weekends

• Availability to work a standard 40-hour week with no expected overtime

• At least two years of customer service experience preferred in retail, call center, or corporate settings

• Open to recent graduates with relevant customer-facing experience and a customer-first approach

Preferred Skills

• Experience in e-commerce or direct-to-consumer environments

• Familiarity with help desk or ticketing systems

• Experience with Shopify or order management platforms

• Ability to thrive in a fast-paced, seasonal business environment

Our Vetting Process

At Emergent Staffing, we work hard to find the right fit for you and our clients. Here are the steps of our vetting process for this position:

1. Application (5 minutes)

2. Online Assessment (30 minutes)

3. Initial Video Interview (30-45 minutes)

4. Client Phone Interview (30 minutes)

5. Client On-site interview (60 minutes)

6. Job Offer!

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