Customer Support Specialist, Shopbop CS

Shopbop, a fully integrated Amazon subsidiary in Madison, WI, is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end merchandise. Successful candidates will be responsible for achieving explicit department goals and will thrive in a fast-paced, multi-tasked, dynamic environment.

This full-time, direct-hire position pays $19.00 /hour and includes shift differentials based on the selected shift. Additional earnings may be earned through overtime and performance bonuses.

The shop operates a call center open 7 am–9 pm CST, seven days a week. Flexibility to work a variety of shifts, including nights, weekends, holidays, and peak‑time overtime, is required.

This role is fully remote. Candidate location restrictions may apply. A suitable home workspace free from background noise and a wired high‑speed Internet connection are required.

• Act as a Brand Ambassador for Shopbop, providing world‑class service to all customers.
• Be the first point of contact to resolve customer issues and complaints across multiple channels—email, phone, live chat, and/or social media—within the Service Level Agreement.
• Provide customers with critical service and product information, ensuring customer satisfaction.
• Demonstrate sound understanding and comprehensive knowledge of Shopbop’s full range of products and services.
• Handle customer inquiries and/or cases through different channels in a timely and professional manner, making decisions in consideration of policies and procedures.
• Ensure clear and accurate data capture and provide quantitative and qualitative insights of customers’ voices.
• Utilize a variety of software programs to resolve customer inquiries.
• Work with external shipping contractors to assist customers with both domestic and international issues.
• Reply to pre‑order questions about fit, fashion trends/style, product availability, and promotions via phone and email, guiding customers through the online ordering process.
• Address and resolve post‑order questions regarding shipping, billing, and delivery.

• 2+ years within a luxury customer‑service‑focused environment such as a contact center and/or luxury retail, with direct customer phone/email experience.
• Excellent verbal and written communication skills and the ability to handle difficult conversations with empathy and integrity.
• Confidence to make decisions on late returns, faulty goods, and compensations when necessary.
• Proficiency in basic math, able to compute refunds before and after discounts, apply specified percentages, tiered promotional codes, and partial discounts to orders.
• Ability to work a scheduled shift—including nights, weekends, and holidays—with required overtime as business demands; flexibility required during peak times.
• Ability to work the entire shift using a computer while stationed at a desk, wearing a headset, and turning on the camera when requested by leadership.
• The role requires a home work area that is free from background noise, a wired high‑speed Internet connection, and a router with an Ethernet port.
• Experience working under pressure in a high‑volume environment while maintaining standards for productivity, quality, and service.
• Ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations.
• Highly proficient with desktop applications such as MS Office and Internet browsers; comfortable working with computers and smartphones and learning new websites and apps quickly.
• High school diploma or equivalent.

• Experience with Microsoft Office products and applications.

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