Customer Service Agent – E-commerce (Remote, Full-Time)

We sell premium home and commercial décor products — designed to look exceptional and last indefinitely. Our products serve outdoor, indoor, commercial, and residential spaces, and every order is handled in-house from manufacturing through delivery. We're a small, focused team, and we take that responsibility seriously. We're looking for a Customer Service Agent to be the first point of contact for our customers — primarily via email and live chat, with occasional calls as the business grows. Our customers have spent real money on something they care about. Your job isn't just to answer questions; it's to make people feel like they're in good hands. What You'll Do: -Handle 20–25 incoming emails per day with clarity and care -Manage 5–10 live chats per day, keeping conversations moving without rushing customers -Work within Intercom to track, prioritize, and resolve tickets -Communicate order timelines, shipping updates, and product information accurately -Escalate complex issues (refunds, damages, disputes) with full context so nothing gets lost -Represent the brand in every interaction: informed, warm, and direct Must-Haves: -Fluent written English — clear, professional, and natural -Comfortable working independently across long shifts, including weekends -Genuine attention to detail — customers notice when someone actually read their message -Reliable — you show up, follow through, and communicate if something comes up. -Prior experience in customer service, e-commerce, or a similar written-communication role Nice to Have: -Familiarity with Intercom or any helpdesk platform -An eye for tone — knowing when to be efficient and when to slow down and be human