CSR — Customer Service Representative

About Kitsch Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers. The Role We're looking for a Customer Service Representative to join our growing Customer Support Team. You'll respond to customer service tickets, help customers with order-related requests using our Shopify connected apps, and share personalized product info tailored to each customer's beauty needs. What You'll Do Respond to customer service tickets via email, chat, and phone in a timely and efficient manner. Troubleshoot and resolve complex customer issues like shipping delays, product defects, missing packages, and payment problems. Escalate unresolved issues to the right department and follow up until they're resolved. Work closely with other Customer Service Representatives to solve customer needs. Maintain in-depth knowledge of our product offerings, promotions, and policies. Recommend products based on what each customer actually needs. In your application, let us know if you have experience in social media community management, and share a list of the customer service and order management software you've used professionally. What You Bring 2-3 years of experience in customer service. A track record of solving complex customer issues. Experience with customer service software and tools. A high school diploma or equivalent (a colle