Customer Service Representative, Seasonal (November 2026 to January 2027)

Contract: Full-time, fixed-term, from early November 2026 to 29 January 2027. Hourly pay of $25 to $30 per hour. Strong performers may be considered for an extension or a permanent role in 2027.

Location: Remote, United States.

Schedule: This role operates on Pacific Time. We welcome candidates in any US time zone who can reliably work Pacific Time hours. You’ll work a rotating roster between 8:00 AM and 7:00 PM PT, Monday through Friday, with a shared Sunday rotation (8:00 AM to 5:00 PM PT). You’ll work five shifts per week, with two consecutive days off where operationally possible.

Availability: You must be able to commit to the full period, including the Thanksgiving to New Year peak, with no extended leave booked.

Training: Paid training runs Monday through Friday, 9:00 AM to 5:00 PM PT, in your first week.

About Reshop

Reshop is transforming the returns experience for shoppers and retailers. Our technology gives customers access to instant refunds, helping retailers create a faster, more convenient shopping experience while driving loyalty and repeat purchases.

We partner with leading retailers to make returns more valuable by putting money back into shoppers’ hands sooner, helping them get back to shopping faster.

About the role

The holiday season is our busiest time of year, and we’re looking for experienced customer support professionals to join us for the peak. Reporting to the Customer Service Team Leader, you’ll be part of the Customer Service team and work closely with our Escalations team to resolve customer issues and deliver great outcomes. You’ll be the voice of Reshop, helping customers with returns, refunds and our products across digital channels.

This role suits someone who has handled returns and refunds in a high-volume ecommerce or retail environment and can be productive quickly after a week of training.

Key Responsibilities:

• Deliver excellent customer support across digital channels, mainly email and messaging in Zendesk, with occasional phone support.
• Resolve returns, refunds and order questions accurately and efficiently, with a positive and empathetic approach.
• Investigate and resolve customer complaints in line with Reshop’s policies and regulatory obligations.
• Work through a high-volume ticket queue while meeting quality, productivity and customer satisfaction goals.
• Escalate complex issues to the Escalations team or Team Leader where required, and keep customers informed.
• Adapt quickly as processes evolve during a busy peak period.
• Contribute to a supportive, collaborative team culture.

Qualifications:

• 1+ year of customer support experience by email, chat or tickets
• Experience handling returns, refunds, exchanges or order issues for a retailer or ecommerce brand
• Hands-on experience with a ticketing platform; Zendesk strongly preferred (Gorgias, Freshdesk, Gladly or Salesforce also welcome)
• Excellent written communication: clear, warm and accurate, including when the answer is no
• Comfortable working through a high-volume queue with quality and productivity targets
• Strong attention to detail and the persistence to find solutions
• Reliable home internet and a quiet, private place to work
• Nice to have: experience with payments, chargebacks or fintech support

What We Offer:

• Paid training in Reshop’s products, systems and processes
• Fully remote work
• Experience at a fast-scaling fintech during its biggest season
• The opportunity to be considered for an extension or a permanent role in 2027