Customer Support Specialist, Customer Service

Position Overview

Shopbop, a fully integrated Amazon subsidiary based in Madison, WI, is seeking an action-oriented and motivated Customer Support Specialist with an obsession for customer satisfaction and high-end merchandise. In this role you will field real-time calls in a virtual call center environment, delivering world-class service to customers across the globe.
This is a full-time, direct hire position that pays Salary: $19.00/hour. Schedule: Full-time – shifts from 7am-9pm CST including nights, weekends, holidays and overtime as needed. Location: Virtual (work from home).

Shopbop is the premier online destination for fashion-forward merchandise, offering a selective assortment from more than 500 international brands to customers in 165 countries. As the voice of Shopbop, you will help achieve departmental goals while ensuring an outstanding customer experience.

Key Responsibilities

• Act as a Brand Ambassador for Shopbop by providing world-class service to every customer.
• Be the first point of contact to resolve customer issues and complaints via email, phone, live chat, or social media.
• Provide customers with critical service and product information, ensuring their satisfaction.
• Demonstrate a comprehensive understanding of Shopbop’s full range of products and services.
• Handle customer inquiries and cases in a timely, professional manner based on company policies and procedures.
• Ensure clear and accurate data capture while providing both quantitative and qualitative insights of customer feedback.
• Utilize a variety of software programs to efficiently resolve customer inquiries.
• Collaborate with external shipping contractors to assist customers with domestic and international issues.

Required Qualifications

• Excellent verbal and written communication skills with the ability to handle difficult conversations with empathy and integrity.
• Proficiency in basic math, including computing refunds before and after discounts, applying promotional codes, and partial discounts.
• Ability to work a set schedule – including nights, weekends, holidays, and required overtime during peak times.
• Capability to work an entire shift at a desk using a computer, headset, and camera as requested by leadership.
• Requirement to have a dedicated, quiet home work area with a wired, high-speed Internet connection and necessary equipment.
• Experience working under pressure in a high-volume environment while maintaining productivity and quality standards.
• High proficiency with desktop applications such as MS Office and comfort using internet browsers and smartphones.
• Education: High school diploma or equivalent.

Preferred Qualifications

• Qualifications: 2+ years of experience within a luxury customer service-focused environment (contact center, luxury retail, or hospitality).
• Qualifications: Fluency in one of the following languages: Russian, Korean, Japanese, or Spanish.

Benefits & Perks

• Competitive hourly pay with a rate of $19.00/hour.
• Fully remote work environment with the flexibility of managing your schedule during peak times.
• Opportunity to work for a leading, globally recognized brand in a diverse and inclusive environment.
• Direct hire position offering professional growth opportunities and access to cutting-edge technology and training.