CX Social Representative

About Comfrt Comfrt LLC is the #1 Hoodie Brand in the U.S. and the #1 Apparel Brand on TikTok globally—built on a mission to support mental health and create everything comfortable for an easy, stress-free, cozy lifestyle. Our elevated basics are worn by millions and loved for their perfect mix of comfort, style, and cultural relevance. Role Overview The CX Social Representative provides hands-on support across Comfrt's TikTok Shop (TTS) ecosystem, focusing on after-sales care including refund-only requests, returns, exchanges, cancellations, and dispute resolution. Representatives ensure SOP compliance, maintain accurate tracker upkeep, and proactively flag risk issues to drive customer satisfaction and protect platform health. Responsibilities may flex to include live chat support as business needs and individual development evolve. Key Responsibilities Customer Experience Manage after-sales cases including refund-only (RO) requests, chargebacks, and disputes with accurate resolution type selection Submit and track claims with fulfillment partners for lost, damaged, or delayed shipments Monitor and respond to product reviews with appropriate tone Resolve standard cases including shipping issues, refunds, returns, exchanges, cancellations, and tracking and delay inquiries Identify and escalate red-flag cases including platform risk issues, fraud and policy abuse, high-dollar disputes, damages outside policy, and anything with potential impact to TTS performance scores As business needs require, respond to real-time customer inquiries through TikTok Shop Seller Center and/or Gorgias using approved macros and SOPs within SLA Process & SOP Compliance Follow SOPs accurately and consistently across all case types and platforms Provide actionable feedback on unclear or outdated SOPs to support continuous improvement Maintain internal trackers with complete, accurate information across defects, complaints, delays, and escalations Team Contribution Participate in weekly check-ins to review performance, share learnings, and align on process updates Engage in ongoing coaching and ad hoc training sessions to maintain consistency across the team Share customer insights regularly to help identify trends and refine workflows Skills & Experience Strong written communication with the ability to follow tone, templates, and macros precisely Prior experience in customer support or ecommerce preferred High attention to detail when handling inquiries, case categorization, and order-related issues Ability to learn and apply SOPs quickly and follow them consistently Comfortable navigating multiple platforms simultaneously (Gorgias, TikTok Shop Seller Center, ecommerce dashboards, internal trackers) Strong organizational habits for maintaining logs, trackers, and case documentation Problem-solving mindset with clear judgment around when to escalate Able to manage a steady volume of work in a fast-paced environment Qualities & Attributes Empathetic communicator who thrives in a customer-facing environment Curious and proactive, with a genuine interest in growing within ecommerce and digital CX Calm under pressure and consistent with high-volume or repetitive tasks Reliable, punctual, and accountable in meeting daily responsibilities Comfortable making judgment calls within SOP boundaries Strong sense of ownership and follow-through Team-oriented with a willingness to support broader CX goals Why Join Comfrt? Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness. Work in a supportive, creative environment where your ideas and growth are valued. Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment. Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.