{"id":2332901,"url":"https://alion.io/job/hireframe-customer-service-representative-3-month-contract","title":"Customer Service Representative (3 month contract)","company":{"id":6216,"name":"Hireframe","domain":"hireframe.com","url":"https://alion.io/company/hireframe","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":73,"open_postings":50,"ghost_share":0.54,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US","MX","PH"],"hiring_countries_total":3,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":23000,"period":"year","method":"role_country_seniority_unknown","sample_n":33},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false},{"name":"Slack","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Instagram","optional":true},{"name":"LinkedIn","optional":true},{"name":"YouTube","optional":true}],"status":"live","first_seen_at":"2026-10-12T09:26:33Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-21T13:08:17Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":8},"description":"We're seeking a detail-oriented and proactive Customer Support Representative to support day-to-day customer service operations for two consumer brands in the e-commerce space. This role involves managing customer inquiries, resolving order and fulfillment issues, handling product warranty and replacement cases, and identifying opportunities to improve support processes. The ideal candidate has strong written English skills, excellent follow-through, and a process-minded approach to customer service.\nDuties and Responsibilities\nRespond to customer emails in Gorgias across both brands, aiming to clear the inbox the same day.\nLook up and update orders in Shopify, including order status, sizing exchanges and replacements.\nTrack shipments and resolve fulfillment issues in the ShipBob portal.\nHandle warranty, damage and replacement cases end to end, snoozing tickets to follow up until each is resolved.\nFile chargeback claims through the Shopify chargeback app.\nUse existing macros and SOPs for consistent answers, and escalate unusual cases to the manager.\nCoordinate with the manager and team over Slack.\nProcess Improvement and SOP Ownership: Spot recurring issues and suggest fixes that cut ticket volume or response time.\nRequirements\nPrior experience in a customer support role, ideally for a US-based e-commerce or consumer brand.\nExcellent written English for clear, friendly customer emails.\nComfortable working US working hours (overnight Philippines) full-time shift.\nOrganized follow-through on open cases until they are resolved.\nPreferred\nHands-on experience with Gorgias and Shopify.\nFamiliarity with ShipBob or other 3PL portals.\nExperience supporting technical or warranty-backed products.\nWho Will Thrive in This Role\nThe ideal hire takes initiative and treats the support process as something to improve, not just follow.\nProcess-minded: Enjoys documenting, simplifying and automating.\nPatient: Comfortable with multi-step technical cases that need ongoing follow-up.\nCollaborative: Fits a relaxed, friendly customer community and a small, collaborative team.\nTools and Systems\nGorgias: Main helpdesk for email, macros, automations and response-time analytics.\nShopify: E-commerce storefront and order management.\nShopify chargeback app: Filing chargeback claims; learned on the job.\nShipBob: Third-party logistics (3PL) portal for fulfillment and tracking.\nSlack: Internal communication.\nSchedule and Service Levels\nResponse target: Answer all cases the same day they arrive.\nMaximum SLA: 2 business days, reserved for peak periods such as product drops and holiday sales.\nBenefits\nHireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:\nPermanent remote work flexibility\nPaid Time Off\nHealth Maintenance Organization (HMO) coverage\nAnnual performance bonuses\nDedicated coaches offer an extra channel of support and skill-building\nOpportunities for professional growth\n* Applicable for full-time permanent roles\nAt Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.\nLearn More\nStay updated on open roles and industry insights.\nFollow us on:\n Instagram \n Facebook \n LinkedIn \nYouTube\nVisit our website: www.hireframe.com\nTune in to our What Worked podcast\n\nCheck out What Worked podcast, hosted by our founders, Mike and Tyler, featuring conversations with business executives and founders-including some of our clients.","description_format":"text","description_chars":3609,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Recruiting & Staffing","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-12T09:26:33Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":1,"p_active":0.505,"p_room":0.945,"age_days":8,"expected_fill_days":14,"reasons":["conf:2","stale_co","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/hireframe-customer-service-representative-3-month-contract","json_url":"https://alion.io/job/hireframe-customer-service-representative-3-month-contract.json","meta":{"generated_at":"2026-10-21T13:16:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18835,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6216},"rest":"https://alion.io/mcp/rest/get_company?id=6216"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhireframe-customer-service-representative-3-month-contract"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhireframe-customer-service-representative-3-month-contract"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhireframe-customer-service-representative-3-month-contract"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hireframe-customer-service-representative-3-month-contract\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhireframe-customer-service-representative-3-month-contract"}]}