Customer Service Representative

The Role

You will be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between. Our customer base includes both individual consumers and trade professionals (designers, architects, stagers) who are making considered, often significant purchases and hold us to a high standard.

What You Will Own

• Customer communication across email, phone, and chat throughout the post-purchase journey, delivered in a tone that is warm, precise, and unflustered.
• Order research, shipment tracking, and delivery follow-up with carriers and vendors, with the kind of proactive communication that anticipates customer questions before they are asked.
• Damage claims, return authorizations, and order cancellations handled accurately, efficiently, and with discretion when situations call for flexibility within policy.
• Clear documentation and ticket management in Zendesk so every customer feels personally remembered rather than processed.

What We Are Looking For

• Experience in luxury retail, hospitality, or concierge environments where service standards are elevated and customers expect a personal, considered approach.
• Demonstrated experience in ecommerce customer service, ideally in a drop-ship or multi-vendor environment.
• Comfort navigating Zendesk, Shopify, or comparable platforms.
• A naturally elevated communication style. You write the way a luxury hotel concierge would speak. Warm, precise, and composed.
• Sound judgment in situations that require flexibility within policy. Our customers occasionally need creative resolution, and we trust this role to balance customer satisfaction with brand and business protection.
• The ability to manage multiple open issues simultaneously without losing track of any of them.
• A problem-solving orientation. You look for the resolution, not just the response.
• Genuine interest in design, home furnishings, or the trade and design industry.

The Details

• Full-time, remote.
• 40 hours per week.
• Standard shift is 11AM to 7:30PM Pacific, Monday through Friday.
• Immediate start.

To Apply

Please send your resume, hourly rate or salary expectations, available start date, and three references.