Triquetra · 9 hours ago
Customer Support Agent
United States
Full-time
Remote
New Grad, Entry Level
$800/mo - $800/moTriquetra is a company focused on delivering exceptional customer service. The Customer Support Agent is responsible for responding to customer inquiries across various channels, resolving complaints, and processing refunds while maintaining a professional tone and brand reputation.
Retail
Responsibilities
Respond promptly and professionally to customer inquiries via phone, chat, email, and platform-specific messaging (Amazon, TikTok, Shopify)
Use approved canned responses where applicable, while also providing personalized support as needed
Maintain a helpful, courteous, and professional tone in all interactions to uphold brand reputation
Respond to customer inquiries regarding order status, shipping updates, and delivery concerns
Investigate and resolve any issues related to lost, delayed, or incorrect orders
Escalate technical or complex issues to the Customer Support Lead when necessary
Manage and resolve refund and return requests from customers on TikTok
Use the provided canned responses while clearly explaining return/refund procedures and policies
Maintain detailed and accurate records of all return and refund requests and outcomes
Respond to Amazon customer messages, reviews, or inquiries in compliance with Amazon's customer service standards
Resolve issues promptly, including complaints about product quality, delivery, or order issues
Monitor Amazon performance metrics related to customer service (e.g., response time, satisfaction ratings) and work to maintain high standards
Receive inbound customer calls and address concerns related to orders, products, or service issues
Escalate unresolved issues appropriately while ensuring the customer feels heard and supported
Log all calls and outcomes accurately into the support system
Proactively identify recurring customer issues and suggest improvements to internal processes or FAQs
Stay up to date with product knowledge, promotions, and policy changes
Participate in team meetings, training sessions, and feedback loops to continuously improve support quality
Qualification
Required
Proven experience in a customer support or customer service role, ideally supporting e-commerce or DTC brands
Hands-on experience using Gorgias as a CRM is required (must be comfortable managing tickets, macros, tags, and workflows)
Demonstrated experience handling chat, email, and voice (phone) support in a fast-paced customer service environment
Strong written and verbal communication skills with the ability to adapt tone across different support channels
Experience supporting customers across multiple platforms such as Amazon, TikTok Shop, Shopify, or similar e-commerce channels
Proven ability to resolve customer complaints, order issues, refunds, and returns with empathy and professionalism
Strong attention to detail with the ability to accurately document interactions, refunds, returns, and call outcomes
Highly organized, dependable, and able to manage multiple customer inquiries simultaneously
Proactive, solutions-oriented mindset with the ability to identify recurring issues and suggest process or FAQ improvements
Willingness to work shifting schedules, including coverage across different time zones if required
Comfortable using time-tracking tools and support systems to accurately log hours and customer interactions
Company
Triquetra
At Triquetra, we embrace the motto, “Discovered in nature.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase