Customer Service Agent – Remote (US Hours)

About the role

We are seeking a Customer Service Agent to join a fast‑growing U.S. e‑commerce brand. Working fully remotely, you will support American customers during U.S. business hours, handling phone and email inquiries and ensuring timely resolutions.

Key responsibilities

• Answer inbound customer calls and emails, providing order tracking, shipping updates, returns, exchanges and product information.
• Process cancellations and modifications, with a focus on clearing weekend ticket backlog on Mondays.
• Navigate multiple systems (CRM, ERP, WMS, website backend) to resolve issues and log interactions in Zendesk.
• File carrier claims (FedEx, UPS, USPS), create shipping labels and coordinate with logistics teams.
• Meet SLA targets – first reply within 8 business hours and full resolution within 24‑48 hours – and escalate complex cases to Tier 2 supervisors.

Required profile

• Minimum 2 years of hands‑on customer service experience, including live phone support.
• Proven experience with a CRM platform (Zendesk preferred).
• Ability to work US EST hours (9 AM‑5 PM) from any location in LATAM, Africa or Eastern Europe.

Required skills

• Zendesk (or comparable ticketing system)
• CRM navigation
• Microsoft Office
• Familiarity with ERP systems such as NetSuite or SAP
• Experience with Warehouse Management Systems (WMS)