Offer summary

Qualifications:

Minimum of 2 years experience in customer support or success roles., Excellent English communication skills, both written and verbal., Experience with Shopify, Gmail, and shipping carrier platforms like UPS or FedEx., Highly organized, detail-oriented, and able to work independently..

Key responsibilities:

Respond to customer support emails promptly and courteously.

Process refunds, replacements, and warranty claims via Shopify.

Resolve order issues and communicate with customers about delivery and tracking.

Coordinate with warehouse staff and carriers to ensure smooth order fulfillment.

Job description

About Us:

Hackees Lacrosse is a fast-growing U.S. sporting goods brand built for lacrosse players. We’re passionate about designing gear that helps athletes put the fun back into sports—and delivering the kind of customer experience that earns lifelong loyalty. About the Role We’re looking for a Customer Service Representative who is a fast learner, has great people skills, is good at solving problems, and making things right for the customer when they don’t go as expected. You’ll be the front line of communication with our customers, making sure their experience with Hackees Lacrosse is smooth, positive, and aligned with our company’s mission. You’ll handle everything from correcting shipping issues to product questions, as well as processing warranty claims and returns—all of which will be done with empathy, clear communication, and very fast email response times.

Key Responsibilities:

Respond to all incoming customer support emails in a timely, helpful, and friendly manner
Process refunds, replacements, and warranty claims via our Shopify platform
Reach out to customers who leave less than a 4-star review to try to make them happy, and then issue an opportunity to amend their review Resolve order issues, such as incorrect items, missing packages, or shipping delays
Communicate with customers regarding delivery timelines, tracking numbers, and carrier-related issues
Liaise with UPS, FedEx, and other carriers to track or resolve shipment problems
Provide clear, knowledgeable answers to customer questions about our products, orders, and policies
Identify and pass along inquiries about bulk/team orders to our founders
Serve as the primary point of contact with our warehouse staff for order-related troubleshooting and coordination
Maintain a calm and professional tone with all customers—even when things get hectic
Help improve internal processes based on customer feedback and recurring issues
Provide weekly reporting to the Hackees team about customer service tickets

Requirements

2+ years in a customer support or customer success role
Empathy and patience when dealing with upset or confused customers
Strong English speaking and written communication skills—clear, friendly, and confident
Experience using Shopify, Gmail, and ideally shipping carrier platforms (UPS/FedEx)
Highly organized and detail-oriented
Comfortable working independently and managing your own inbox/workload
Bonus: Experience in e-commerce, sporting goods, or a startup environment
Bonus: Passion for sports