Customer Service Representative

Echelon is hiring a Customer Service Representative to support its e-commerce customers. The role handles customer inquiries and order issues, coordinates with internal partners to resolve problems, and helps improve support workflows and processes.

Responsibilities:

• Respond to customer inquiries via email, chat, and social channels with speed, clarity, and humor
• Handle order issues including shipping delays, damaged packages, refunds, exchanges, and subscription questions
• Manage customer conversations in Gorgias
• Work closely with operations, marketing, and fulfillment partners to resolve issues end-to-end
• Maintain a consistent brand voice and uphold the Echelon personality
• Identify recurring customer issues and proactively suggest improvements to processes or FAQs
• Document edge cases and help improve internal support workflows as the company scales
• Assist with peak volume periods (launches, promos, holidays) as needed

Requirements:

• 1–3 years of customer support experience (e-commerce or DTC brand preferred)
• Strong written communication skills
• Comfortable working in Shopify, Gorgias, Skio
• Highly organized with strong attention to detail
• Calm under pressure and able to juggle multiple conversations at once
• Self-starter who doesn't need hand-holding and can adapt as things change
• A sense of humor
• e-commerce or DTC brand preferred
• Experience supporting subscription products
• Familiarity with macros, supplements, or functional beverages
• Experience supporting a high-growth startup or small team
• Genuine interest in consumer brands, fitness, wellness, or energy drinks is a plus
• Prior Military Service is a huge plus