Customer Service Representative

2Modern is a leading destination for modern furniture, lighting, and décor, offering exceptional design to discerning customers across North America. The Customer Service Representative will be the primary point of contact for customers, managing the post-purchase experience with a focus on high-quality service and customer satisfaction.

Responsibilities:

• Customer communication across email, phone, and chat throughout the post-purchase journey, delivered in a tone that is warm, precise, and unflustered
• Order research, shipment tracking, and delivery follow-up with carriers and vendors, with the kind of proactive communication that anticipates customer questions before they are asked
• Damage claims, return authorizations, and order cancellations handled accurately, efficiently, and with discretion when situations call for flexibility within policy
• Clear documentation and ticket management in Zendesk so every customer feels personally remembered rather than processed

Requirements:

• Experience in luxury retail, hospitality, or concierge environments where service standards are elevated and customers expect a personal, considered approach. This is a primary criterion, not a nice-to-have
• Demonstrated experience in ecommerce customer service, ideally in a drop-ship or multi-vendor environment
• Comfort navigating Zendesk, Shopify, or comparable platforms
• A naturally elevated communication style. You write the way a luxury hotel concierge would speak. Warm, precise, and composed
• Sound judgment in situations that require flexibility within policy. Our customers occasionally need creative resolution, and we trust this role to balance customer satisfaction with brand and business protection
• The ability to manage multiple open issues simultaneously without losing track of any of them
• A problem-solving orientation. You look for the resolution, not just the response
• Genuine interest in design, home furnishings, or the trade and design industry