Customer Service Representative (E-Commerce & Post-Purchase Support)

SuperBox for TV is an authorized distributor of SuperBox streaming media hardware serving customers across the United States and Canada. The Customer Service Representative will provide omnichannel pre-sales and post-purchase support, manage orders and shipping inquiries, process billing and returns, and triage technical issues for escalation.

Responsibilities:

• You will be the welcoming voice and prompt typing hand behind our live web chat, customer helpdesk, and inbound telephone lines. During peak shopping hours, you will assist hesitant shoppers who are evaluating the SuperBox S6, S7, or S8, explaining model distinctions, subscription-free streaming benefits, warranty coverage, and return guarantees in warm, easily understandable terms. Your goal is not aggressive upselling, but rather providing honest, reassuring guidance that builds long-term customer trust
• You will monitor order lifecycles from website checkout through final delivery, utilizing our store management systems and courier portals (USPS, UPS, FedEx, Canada Post). When delivery delays, customs clearance holds, or misrouted packages arise, you will proactively investigate carrier logs, initiate trace claims, coordinate replacement dispatches with our US fulfillment center, and communicate updates to customers before frustration escalates
• You will process address changes, order cancellations, and authorized refund requests according to company store policy while maintaining an empathetic posture. When customers express dissatisfaction or confusion regarding billing statements, you will patiently listen, verify transactional logs across our payment gateways, and work toward equitable resolutions that resolve disputes amicably and protect the store’s chargeback standing
• While deep diagnostic repair is handled by our Technical Support Engineers, you will serve as the first point of contact for customers seeking assistance. You will gather initial details—such as order receipts, device serial numbers, and fault descriptions—and smoothly route complex network, firmware, or hardware return requests to the appropriate technical tier with thorough context, ensuring the customer never has to repeat their story

Requirements:

• Candidates must be legally authorized to work in the United States and currently reside within the US
• A minimum of 2 years of customer-facing service experience in an e-commerce, retail, or subscription-support environment is required
• You must possess flawless written and spoken English, paired with an instinct for de-escalation, patient active listening, and the ability to project warmth across text and telephone interactions alike
• High typing speed (55+ WPM with high accuracy), strong computer literacy, and the agility to toggle smoothly between multiple customer conversations simultaneously are essential
• Prior experience supporting electronics, home entertainment goods, or direct-to-consumer online brands is highly advantageous
• You should feel comfortable navigating contemporary e-commerce backends (such as Shopify or WooCommerce), CRM ticketing desks (such as Zendesk, Crisp, Freshdesk, or Gorgias), and VoIP phone interfaces