Customer Service Representative

Customer Service Representative Location: Remote Compensation: $1,500 per month + performance-based bonuses Work Hours: 40 hours per week with 1-hour unpaid break. About the Company Ikigai Cases ( www.ikigaicases.com ) is a family-owned e-commerce business selling premium metal pill cases. Founded in December 2021, the business has been operated by two brothers from Washington, DC since then. After four years, the company has grown to selling thousands of pill cases every month and double-digit team members, including a thriving remote team. Our mission is simple: to make exceptional pill cases and provide exceptional customer service. We uphold this commitment by managing our fulfillment operations in-house and offering white-glove service to our customers. We are looking to hire a Customer Service Representative to join our growing remote team. About You You should be self-motivated and looking to work hard - as you will be expected to work hard, contribute and execute without supervision to help the whole team. You are highly organized and detail-oriented, with the ability to juggle multiple priorities without sacrificing quality. You take pride in your work and are proactive, anticipating the needs of the company and ensuring smooth day-to-day operations. Key Responsibilities Respond to customer inquiries, order issues, and service tickets through Helpscout (or similar email based platforms). Manage returns and exchanges, providing alternative solutions to maximize customer satisfaction. Coordinate with the Operations team on inventory, rush/priority orders, and related tasks. Document and report recurring customer concerns to leadership, suggesting improvements to enhance service quality. Maintain accurate, timely, and professional communication across all channels. Required Experience & Skills Experience 2+ years of email based customer service experience in an e-commerce setting Familiarity with customer service platforms (Helpscout, Gorgias, Richpanel, or similar) Strong experience using Shopify for order management Strong attention to detail, organizational skills, and ability to work independently. Proactive problem-solving mindset and commitment to delivering outstanding customer experiences. Amenable to work shifting schedules. Communication & English Proficiency Strong written and verbal English skills. Ability to effectively communicate with customers via email Strong interpersonal skills with a proven ability to build rapport and de-escalate difficult situations with customers. Ability to communicate effectively with internal teams and external partners via email. Compensation Details Compensation: $1500 per month + performance-based bonuses Work Hours: 40 hours per week with 1-hour unpaid break. Paid Holidays: 10 paid holidays per year PTO: 1 week earned for every 6 months worked at the company