CX Social Representative

Responsibilities

• Manage after-sales cases including refund-only (RO) requests, chargebacks, and disputes with accurate resolution type selection
• Submit and track claims with fulfillment partners for lost, damaged, or delayed shipments
• Monitor and respond to product reviews with appropriate tone
• Resolve standard cases including shipping issues, refunds, returns, exchanges, cancellations, and tracking and delay inquiries
• Identify and escalate red-flag cases including platform risk issues, fraud and policy abuse, high-dollar disputes, damages outside policy, and anything with potential impact to TTS performance scores

Requirements

• Strong written communication with the ability to follow tone, templates, and macros precisely
• Prior experience in customer support or ecommerce preferred
• High attention to detail when handling inquiries, case categorization, and order-related issues
• Ability to learn and apply SOPs quickly and follow them consistently
• Comfortable navigating multiple platforms simultaneously (Gorgias, TikTok Shop Seller Center, ecommerce dashboards, internal trackers)
• Strong organizational habits for maintaining logs, trackers, and case documentation
• Problem-solving mindset with clear judgment around when to escalate

Qualifications

• Able to manage a steady volume of work in a fast-paced environment

Skills

• Empathetic communicator who thrives in a customer-facing environment
• Curious and proactive, with a genuine interest in growing within ecommerce and digital
• Calm under pressure and consistent with high-volume or repetitive tasks
• Reliable, punctual, and accountable in meeting daily responsibilities
• Comfortable making judgment calls within SOP boundaries
• Strong sense of ownership and follow-through
• Team-oriented with a willingness to support broader CX goals

Benefits

Comfrt offers generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products!

Pay

TBD

Schedule

Remote