Customer Service Agent for a Premium Jewelry Brand

Description

We are looking for detail-oriented and customer-focused remote Customer Service Representatives to handle Tier 1 support for a premium jewelry brand. This role is fully non-voice, with all customer interactions conducted via email and live chat.

The ideal candidate will have prior experience in e-commerce customer service, particularly within fast-paced environments, and demonstrate excellent written communication skills aligned with a high-end brand voice.

Requirements

• Prior experience with Shopify (required)
• Experience with RichPanel (strongly preferred)
• Familiarity with Loop Returns (preferred; training can be provided)
• Proven experience handling email and live chat support (non-voice)
• Strong written English communication skills with a warm, professional tone
• Ability to manage multiple tickets efficiently in a fast-paced environment
• Customer-first mindset with strong problem-solving skills
• Ability to follow escalation protocols and exercise sound judgment
  
  

Responsibilities

• Handle Tier 1 customer service tickets end-to-end, including:
• Order status updates and tracking inquiries
• Returns processing via Loop Returns (including guiding customers and issuing labels)
• Standard exchanges (non-custom items only)
• Repair intake (logging requests and coordinating with the in-house team)
• Responding to product inquiries (materials, sizing, general information)
• Assisting customers with the Loop Returns portal
• Ensure all communication reflects a premium brand tone: warm, clear, and professional
• Maintain accuracy and composure during high-volume periods
• Escalate the following to the in-house team:
• Custom or made-to-order requests
• Complex exchanges requiring internal coordination
• Dissatisfied customers needing exceptions or judgment calls
• Any tickets outside Tier 1 scope

Nice to have

• Experience in DTC (direct-to-consumer) e-commerce
• Background in jewelry or luxury retail customer service
• Prior exposure to high-CSAT environments
• Experience handling peak season or high-volume support queues
  
  

Working conditions

Mon - Fri 3-9pm & Sat (Exact hours to be confirmed to ensure the agent's productivity is maximized)

Availability to start as soon as possible.

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad!

🌟 Who We Are: LTVplus – Your Global Remote Team

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

📋 When you join LTVplus Your Mission will be to:

• Handle customer inquiries across email, chat, and social media like a pro.
• Be the voice of the brand, providing personalized and top-notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure!
  
  

🖥️ Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
• A quiet, cozy workspace to handle calls and chats like a pro.
  
  

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🚀 Your First 30-60-90 Days at LTVplus: What to Expect