Senior Customer Service Agent, NYT Wirecutter (Temporary)

Role overview

Provide experienced, hands-on customer support for an online product store during the busy holiday season. You’ll handle customer questions across email and live chat, resolve order and returns issues, and help improve support operations in partnership with the customer experience team.

Responsibilities

- Respond promptly and clearly to customers through email and chat, taking over complex issues from automated chat support when needed. - Help customers with order status, product information, shipping, and returns. - Process returns and refunds accurately, including maintaining inventory records. - Investigate fulfillment, delivery, and product issues with external supply partners, escalating cases as needed. - Use support and commerce systems to manage queues, automation, and customer records. - Identify recurring customer issues and suggest improvements to support processes.

Requirements

- At least five years of experience in a senior or lead customer service role, including clear, empathetic written communication and responsive live chat support. - At least two years of experience using Shopify, Gorgias, and Loop Returns. - At least one year working with AI chat tools, live chat queues, macros, automated responses, and advanced support-system administration. - At least three years in high-volume retail support with firm response-time expectations. - Ability to work on-site during the Monday–Friday business week and from home on peak-season weekends.

Nice to have

- Three years of experience supporting drop-ship retailers.

Benefits and work setup

This is a temporary role for the holiday peak. The schedule may include up to 40 hours during the business week and an additional 10 weekend hours during peak periods. Available weekday shifts are 9 a.m.–1 p.m. or 1 p.m.–5 p.m., subject to change. The listed hourly pay range is $25–$30 USD.