Senior Customer Service Agent, NYT Wirecutter (Temporary)

The role

You will provide customer support via email and chat for the Wirecutter Store. You will resolve inquiries regarding orders, shipping, and returns while using ecommerce tech platforms.

What you will do

• Provide customer support across email and chat channels.
• Manage inquiries through email and AI chat systems.
• Resolve inquiries regarding order status, product information, shipping, and returns.
• Process returns using Loop Returns.
• Guide communication between the store and external supply partners.
• Investigate and escalate complex fulfillment, shipping, or product inquiries.
• Navigate and use Shopify, Gorgias, and Loop Returns.
• Collaborate with the Customer Experience Manager to suggest operational improvements.
• Demonstrate support for journalistic independence and the company mission.

Required qualifications

• At least 5 years as a senior or lead customer service representative.
• At least 5 years of experience interpreting and responding to customer requests with impeccable grammar and empathy.
• Must respond quickly to live chat inquiries.
• At least 2 years of experience with Shopify, Gorgias, and Loop Returns.
• At least 1 year of experience working with AI chat tools, managing live chat queues, creating macros, configuring auto-responses, and performing advanced administrative tasks within Gorgias.
• At least 3 years of experience in a high-volume retail environment.

Nice to have

• 3 years of experience working with drop-ship retailers

About the company

The New York Times is a company that seeks the truth and helps people understand the world through independent journalism. Wirecutter is a New York Times company and a product recommendation service.