Customer Service Representative

Job Description

Company Overview

As a leading destination for modern furniture, lighting, and décor, 2Modern is home to iconic and emerging design brands from around the world. With thoughtful curation, a deeply editorial point of view, and a commitment to authenticity, we bring exceptional design to discerning customers across North America. Our customers include design-forward homeowners and trade professionals who trust us with their reputations and their clients’ projects.

Role Overview

This is a role for someone who treats customer service as a craft. Someone who understands that the difference between good service and exceptional service is the difference between solving a problem and making a customer feel personally attended to throughout the process.

Key Responsibilities

• Be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between.
• Provide service comparable to luxury retail and hospitality environments with considered, anticipatory, and personally attentive customer service.
• Work within Zendesk, coordinate with logistics and operations teams, and exercise sound judgment to resolve issues.
• Communicate with customers across email, phone, and chat in a warm, precise, and unflustered tone.
• Conduct order research, shipment tracking, and delivery follow-up with proactive communication.
• Handle damage claims, return authorizations, and order cancellations accurately and efficiently.
• Maintain clear documentation and ticket management in Zendesk so every customer feels personally remembered.

Qualifications

• Experience in luxury retail, hospitality, or concierge environments with elevated service standards.
• Demonstrated experience in e-commerce customer service, ideally in a drop-ship or multi-vendor environment.
• Comfort navigating Zendesk, Shopify, or comparable platforms.
• A naturally elevated communication style, writing warmly and precisely.
• Sound judgment to manage situations requiring flexibility within policy.
• Ability to handle multiple open issues simultaneously without losing track.
• A problem-solving orientation, focusing on resolutions.
• Genuine interest in design, home furnishings, or the trade and design industry.

Job Details

Full-time, remote. 40 hours per week. Standard shift is 11AM to 7:30PM Pacific, Monday through Friday. Immediate start.

Application Process

Please send your resume, hourly rate or salary expectations, available start date, and three references.

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