Customer Support Specialist, Shopbop

Application deadline: Applications will be accepted on an ongoing basis

Shopbop, a fully integrated Amazon subsidiary in Madison, WI, is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment.

This is a full-time, direct hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/OT Peak. 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience is required.

Shopbop is the premier online shopping destination for what's new and what's next in fashion and style, offering customers around the world the best selection from both established and emerging designers. Working with more than 500 international brands, Shopbop offers customers in 165 countries a selective and nuanced fashion-forward assortment of ready-to-wear and accessories with fast, free global shipping.

In this Customer Support Specialist, you will be the voice of Shopbop, fielding real-time calls in a remote call center environment from customers globally. The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solution-oriented and committed to providing service to all our customers.

This role is a fully remote position. Candidate location restrictions may apply.

Key job responsibilities

• Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and/or social media
• Provide Customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of the Shopbop's full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the Service Level Agreement
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers' voices
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues