Customer Service Representative (Order Support)

📦 Customer Service (Order Support)

Location: Remote

Reports To: Customer Support / Operations Team

Type: Full-Time

About Carepod

Carepod is a premium humidifier brand originally designed in Korea, known for our stainless steel water tanks, filter-free system, and elevated design. We operate across the US, Canada, and Australia, with strong seasonal performance and continued growth year over year.

As we scale, providing a smooth and reliable customer experience is an important part of supporting our customers and operations.

Role Overview

We are seeking a Customer Service (Order Support) Representative to manage customer concerns related to orders, shipping, returns, cancellations, refunds, and deliveries.

This role is focused on case management, problem-solving, and accurate execution across multiple systems. You will work closely with our customer support and operations teams to investigate issues, coordinate resolutions, and ensure order information is kept accurate and up to date.

This role is ideal for someone who is detail-oriented, organized, and comfortable following established processes while handling multiple customer cases.

Key Responsibilities

📦 Order + Delivery Support

• Respond to customer inquiries related to orders, shipping, and deliveries through email, live chat, and outbound calls when needed
• Handle address changes, order cancellations, returns, and refunds according to company policies
• Investigate lost, delayed, damaged, or incorrectly delivered packages
• Coordinate with fulfillment partners and carriers, including ShipBob and PNP Line
• Create reshipment orders in Shopify when approved

🗂️ Case Management + Tracking

• Maintain accurate order and customer records across Shopify, Gorgias, and internal trackers
• Use Google Sheets to manage order claims, escalations, and case tracking
• Follow established processes and ensure cases are properly documented from initial inquiry through resolution
• Escalate complex or unresolved cases to Operations or the appropriate support team

🤝 Team Support

• Collaborate with the customer support and operations teams to resolve order-related issues
• Support other mini-teams during peak periods as needed

Required Skills + Experience

• Previous e-commerce customer service experience
• Experience handling orders, shipping, returns, refunds, or delivery-related concerns
• Strong reading comprehension and written communication skills
• Strong attention to detail and accuracy
• Comfortable working with spreadsheets, trackers, and multiple systems
• Strong problem-solving and case-management skills
• Able to follow detailed processes and manage multiple cases efficiently

Experience with Shopify, Gorgias, ShipBob, or similar e-commerce/fulfillment platforms is a plus.

What Makes You a Great Fit

• You are detail-oriented and accurate, especially when handling order information
• You are organized and able to keep track of multiple cases and follow-ups
• You can investigate problems and determine the appropriate next step
• You communicate clearly and professionally with customers and internal teams
• You are comfortable working within established processes and systems
• You know when to resolve an issue independently and when to escalate
• You can stay organized and focused during high-volume and peak periods

Why This Role Matters

This role helps ensure customers receive timely and accurate support with their orders — from delivery issues and address changes to returns, refunds, and reshipments.

By keeping cases organized and working closely with our support and operations teams, you help ensure a smooth customer experience while keeping order information accurate across our systems.