Customer Service Representative – Email Support

About the role

Rosabella is looking for a remote Customer Service Representative who will be the written voice for customers reaching out via email. You will handle order issues, product questions, billing, refunds and shipping inquiries while maintaining the brand’s tone.

Key responsibilities

• Respond to inbound customer emails, providing accurate and timely resolutions.
• Manage an assigned ticket queue, prioritising by urgency and meeting response‑time targets.
• Escalate complex or sensitive cases to leadership with clear context.
• Use macros and SOPs as a base, personalising each response to sound genuinely helpful.
• Track performance metrics such as CSAT, first‑response time and resolution time.
• Document case notes and maintain records in Richpanel for every interaction.
• Flag recurring issues or trends to leadership for root‑cause remediation.

Required profile

• Prior customer service experience, preferably in email or ticket‑based support.
• Strong written English with a clear, professional and warm tone.
• Reliable backup device and internet connection in addition to primary setup.
• Working camera for coaching sessions and team meetings.
• Ability to work an assigned shift with rest days scheduled based on coverage needs.

Required skills

• Shopify
• Richpanel (or comparable help‑desk platform)
• Loop
• Checkout Champ
• When I Work
• Fulfil