Customer Support Specialist Shopbop

## About the Role As a Customer Support Specialist at Shopbop, you will be the primary point of contact for customers globally, providing exceptional support and resolving issues in a timely and professional manner. This role is crucial in ensuring customer satisfaction and maintaining the company's reputation for excellent customer service. You will be working in a fast-paced, dynamic environment, and your ability to multitask and adapt to changing situations will be essential.

The Customer Support Specialist role is a fully remote position, allowing you to work from the comfort of your own home. You will be part of a team that values customer satisfaction and is committed to providing the best possible experience for Shopbop's customers. As a Brand Ambassador, you will have the opportunity to make a real difference in the lives of customers and contribute to the company's mission to provide the best selection of fashion and style to customers around the world.

In this role, you will be working closely with the customer support team, as well as other departments, to ensure that customer issues are resolved efficiently and effectively. Your excellent communication skills, both written and verbal, will be essential in providing clear and concise information to customers and internal stakeholders.

## What You Will Do - Act as a Brand Ambassador for Shopbop, providing world-class service to all customers - Resolve customer issues and complaints in a timely and professional manner - Provide critical service and product information to customers, ensuring customer satisfaction - Demonstrate a sound understanding and comprehensive knowledge of Shopbop's full range of products and services - Handle customer inquiries and cases through different channels, including email, phone, live chat, and social media - Utilize a variety of software programs to resolve customer inquiries - Work with external shipping contractors to assist customers with domestic and international issues - Ensure clear and accurate data capture, providing both quantitative and qualitative insights of customers' voices - Meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations - Work a flexible schedule, including weekends, nights, and holidays

## What We Are Looking For - Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels - Experience in resolving conflicts and setting appropriate expectations with customers - Ability to work a flexible schedule, including weekends, nights, and holidays - Experience working in fast-paced environments, managing workload during times of stress or escalated activity - Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox, etc.

• High School diploma or equivalent

- 2+ years of experience in a luxury customer service-focused environment, such as contact center and/or luxury retail - Direct customer phone/email experience - Ability to work entire shift using a computer while stationed at a desk, wearing a headset, and turning on the camera when requested by leadership

## Nice to Have - Proficiency in basic math, with the ability to compute refunds before and after discounts - Ability to apply specified percentages, tiered promotional codes, and partial discounts to orders - Experience working with high-end merchandise - Knowledge of customer service software and technology

## Benefits and Perks - Competitive hourly rate - Opportunity to work with a leading online fashion brand - Flexible scheduling, including remote work options - Comprehensive training program - Access to a variety of software and tools to support customer service - Opportunity for professional growth and development - Collaborative and dynamic work environment - Recognition and reward for outstanding performance

- Tip: Make sure you have a quiet, dedicated workspace with a reliable internet connection, as this is a remote role.

• Be prepared to provide examples of times when you had to resolve customer complaints or issues in a professional manner.
• Familiarize yourself with Shopbop's products and services, as well as their customer service policies and procedures.
• Highlight your excellent communication skills, both written and verbal, in your application and during the interview process.
• Be prepared to discuss your experience working in fast-paced environments and managing workload during times of stress or escalated activity.
• Consider creating a portfolio or examples of your customer service experience to share with the hiring team.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in this role or what opportunities there are for professional growth and development.