Customer Support Specialist

Role overview

Shopbop, a fully integrated Amazon business based in Madison, Wisconsin, is hiring an energetic, highly motivated Customer Support Specialist who is deeply focused on delivering excellent customer experiences and is comfortable handling premium fashion merchandise. The right candidate will be comfortable working toward clear team targets and will thrive in a busy, changing, multi-tasked environment.

This is a full-time direct-hire role. The position is paid at $19.00 per hour. The support center operates from 7:00 am to 9:00 pm CST, seven days a week, so the role requires flexibility to cover different schedules, including nights, weekends, holidays, and peak overtime periods.

Shopbop is a leading online fashion destination offering the newest and most relevant styles in fashion and accessories. With a curated mix of established and emerging designers and service to customers in 165 countries, the company provides a fashion-forward selection with fast, free worldwide shipping.

This customer support role is fully remote and involves serving as the voice of Shopbop in a remote call-center setting, supporting customers across the globe. The ideal candidate is caring, positive, solution-driven, and committed to delivering thoughtful service.

Responsibilities

• Represent Shopbop as a trusted brand representative and deliver exceptional service to every customer.
• Serve as the first contact point for customer concerns and complaints, handling inquiries quickly across email, phone, live chat, and social media.
• Share product and service information that helps customers get the support they need.
• Build strong knowledge of Shopbop’s products and services so customer questions can be handled accurately.
• Manage cases and requests in line with service-level rules, policies, and procedures while maintaining timely, professional communication.
• Capture customer information carefully and provide both numerical and written feedback on customer sentiment and issues.
• Use multiple software tools to investigate and resolve customer problems.
• Coordinate with outside shipping partners to support customers with domestic and international delivery concerns.

Requirements

• Strong written and verbal English communication skills, with the ability to work smoothly with people at different levels.
• Experience handling difficult situations, resolving conflicts, and setting clear expectations with customers.
• Availability to work a flexible schedule, including weekends, nights, and holidays.
• Background in fast-paced environments with the ability to stay productive during stressful or high-volume periods.
• Working knowledge of the Windows desktop environment and common tools such as Word, Excel, Internet Explorer, and Firefox.
• High school diploma or an equivalent qualification.
• At least 2 years of experience in a luxury customer-service setting such as a contact center or luxury retail, with direct phone and email customer interaction.
• Ability to remain at a desk for the full shift, work on a computer with a headset, and turn on video when requested by leadership.
• Ability to meet Shopbop and Amazon customer contact center requirements, including using a wired high-speed internet connection with a modem or router that has an Ethernet port; satellite internet and Wi-Fi are not accepted.
• For preferred consideration, comfort with basic math is useful for calculating refunds, discounts, percentage adjustments, tiered promotions, and partial order discounts.
• Remote work setup must include a quiet home workspace with no background noise and reliable internet access.

Additional information

Application deadline: Jun 21, 2026.

The role is open to qualified applicants in the United States, though candidate location restrictions may apply.

This employer is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Applicants in Los Angeles County should note that the role includes expectations around safe and cooperative conduct, professional communication, adherence to laws and company policies, sound judgment, stress management, trustworthiness, professionalism, and protection of company operations and reputation. In line with the Los Angeles County Fair Chance Ordinance, candidates with arrest and conviction records will be considered.

In line with the San Francisco Fair Chance Ordinance, candidates with arrest and conviction records will also be considered.

Workplace accommodations or adjustments are available for candidates with disabilities during the application, interview, or onboarding process.

Starting pay may vary based on experience, qualifications, and location. The listed starting pay range is $15.00 to $23.00 per hour. From day one, benefits include EAP, mental health support, a medical advice line, and 401(k) matching.

Job ID: A10450592.

Company: Bop LLC - A95.