Customer Support Specialist - Shopbop
Source: remoteok
Application Deadline: Jun 21, 2026
Company: Bop LLC - A95
Job ID: A10450592
About the Role
Shopbop, a fully integrated Amazon subsidiary, is looking for an action-oriented, motivated individual with an obsession for customer satisfaction and experience working with high-end merchandise. In this role, you will be the voice of Shopbop, fielding real-time calls in a remote call center environment from customers globally.
This is a full-time, direct hire position. We are a call center open 7am-9pm CST, 7 days a week. Candidates must have the flexibility to work a variety of shift assignments, including nights, weekends, holidays, and OT Peak.
Key Responsibilities
- 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 social media) in a timely manner.
- Provide customers with critical service and product information.
- Demonstrate sound understanding and comprehensive knowledge of Shopbop’s full range of products and services.
- Handle customer inquiries and cases in a professional manner, adhering to policies and procedures within the Service Level Agreement.
- Ensure clear and accurate data capture, providing both quantitative and qualitative insights of the customer voice.
- Utilize a variety of software programs to resolve customer inquiries.
- Work with external shipping contractors to assist customers with domestic and international issues.
Basic Qualifications
- Experience using English communication skills (written and verbal) to interact with stakeholders at all levels.
- Experience in resolving conflicts and setting appropriate expectations with customers.
- Ability to work a flexible schedule, including weekends, nights, and holidays.
- Experience working in fast-paced environments and managing workload during high-stress or escalated activity.
- Knowledge of Windows desktop environment and software (Word, Excel, IE, Firefox, etc.).
- High School diploma or equivalent.
- 2+ years of experience within a luxury customer service-focused environment (contact center and/or luxury retail).
- Direct customer phone/email experience.
- Ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turning on the camera when requested by leadership.
- Ability to meet Amazon Customer Contact Center guidelines, including using a wired, high-speed Internet connection (Modem or Router w/ Ethernet Port). Note: No Satellite Internet or Wi-Fi.
Preferred Qualifications
- Proficiency in basic math (calculating refunds, applying percentages, tiered promotional codes, and partial discounts).
- Must have a home work area free from background noise.
Compensation and Benefits
- Pay Rate: $19.00/hour (Note: Starting pay may vary based on experience, qualifications, and location; e.g., CO range is $15.00 - $23.00 USD hourly).
- Benefits: Starting Day 1, Amazon offers EAP, Mental Health Support, Medical Advice Line, and 401(k) matching. Learn more at Amazon Benefits.
Equal Opportunity
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation during the application or hiring process, please visit Amazon Accommodations.