Customer Service Representative

IMPORTANT PLEASE READ BEFORE APPLYING

Applicants without prior Shopify experience or availability for fixed EST hours will not be considered.

This role requires strict adherence to schedules, processes, and instructions. Please apply only if you can commit long-term.

Please note: Trial task submissions will be reviewed for originality. AI-generated, copied, or templated responses will not be accepted.

Remote Customer Service Associate

Fast-growing fine jewelry brand specializing in engagement rings, custom designs, and everyday diamond essentials. We are known for our craftsmanship, transparent pricing, and high-touch customer experience.

We are hiring a Remote Customer Service Associate to support our U.S. customers. This role requires fixed working hours aligned with U.S. Eastern Time (EST). The schedule is not flexible and is best suited for someone who is extremely reliable, detail-oriented, and able to follow instructions precisely.

What Youll Do

Support customers via email, live chat, and occasional phone assistance

Respond to inquiries about engagement rings, diamonds, custom orders, and policies

Provide order updates, shipping support, and post-purchase assistance

Manage customer conversations inside Tidio and email

Work within Shopify to review orders, fulfillment status, and order notes

Coordinate with internal teams using Slack

Log updates, customer notes, and task tracking in Airtable

Handle high-value and emotionally sensitive purchases with professionalism

Requirements (Must-Have)

Hands-on experience with Shopify (required)

Experience using Tidio or similar live chat tools

Working knowledge of Slack

Experience with Airtable or similar CRM/task systems

Excellent written and spoken English

Strong attention to detail and ability to follow instructions exactly

Extremely reliable, punctual, and consistent

Comfortable working independently in a remote setup

Willing and able to work fixed EST hours- FULL TIME (non-negotiable)

Stable internet connection and quiet work environment

Important Expectations

This is a long-term role, not short-term or freelance

Attendance, response times, and task ownership are critical

Professional references from past roles are required

Trial Task (Required)

Please complete the trial task designed to reflect real situations.

Important

:Submissions must be original and written by you. We actively screen for AI-generated, copied, or templated responses. Non-original submissions will be disqualified

Scenario: Highly Frustrated Custome

Context

:A customer ordered a custom engagement ring. The order is currently in production and has not shipped yet. The promised delivery window is still technically within policy, but the customer is extremely upset and believes the delay has ruined their proposal plans

Customer Message (via Live Chat)

This is completely unacceptable. I paid thousands of dollars for this ring and now youre telling me its not even shipped yet? I trusted your brand for something incredibly important and now I look like an idiot. I need answers NOW. This is the worst experience Ive had with any company.

Additional Instruction

:To confirm attention to detail, please include the phrase thank you for your patience exactly once in your customer-facing response

Your Task

s 1. Write your full response to the customer as if replying in Tidio live chat

. Tone must be calm, empathetic, and professiona

l Do not be defensiv

e Do not overpromis

e 2. Briefly explain (in bullet points) what internal steps you would take next, including

: What you would check in Shopif

y What you would communicate internally via Slac

k What you would log or update in Airtabl

e 3. Follow instructions carefully. Clarity, structure, and originality matter

Locatio

Remot

To Apply

Please reply with the following

: 1. Resum

e 2. Short introduction (23 paragraphs

) 3. Confirmation that you can work fixed EST hour

s 4. List of tools used (Shopify, Tidio, Slack, Airtable

) 5. Contact details for at least one professional referenc

6. Response to Trial Tas