Senior Customer Service Agent, Temporary

The New York Times

. Provide customer support through email and chat .

Posted 10/28/2026contractNew York City • New York • United StatesSenior💰 $25 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support through email and chat, with a strong focus on resolving complex issues and managing inquiries efficiently. Proficient in using Shopify, Gorgias, and Loop Returns to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Customer SupportShopify ExpertiseGorgias ProficiencyLoop Returns ManagementHigh-Volume Retail Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportOrder Status ResolutionProduct Information HandlingShipping ManagementReturns ProcessingInventory TrackingAI Chat ToolsLive Chat ManagementAdvanced Administrative TasksImpeccable Grammar

Soft Skills

EmpathyRapid ResponseCommunicationCollaborationProblem-Solving

Tools & Technologies

ShopifyGorgiasLoop ReturnsAI Chat Systems

Industry Keywords

EcommerceCustomer ExperienceDrop-Ship RetailersOperational Improvements

About the role

Key responsibilities & impact

Provide customer support through email and chat
Manage inquiries through email and AI chat systems, providing rapid responses and handling complex issues requiring human intervention
Resolve questions about order status, product information, shipping, and returns
Process returns using Loop Returns, including accurate refunds and inventory tracking
Coordinate communication between the store and external supply partners
Investigate and escalate complex fulfillment, shipping, and product issues
Use Shopify, Gorgias, and Loop Returns at an expert level
Collaborate with the Customer Experience Manager to identify customer issue trends and recommend operational improvements
Report directly to the Ecommerce Operations Director
Support Wirecutter's mission and value of journalistic independence

Requirements

What you’ll need

At least 5 years as a senior or lead customer service representative
At least 5 years of experience interpreting and responding to customer requests with impeccable grammar and empathy
Ability to respond quickly to live chat inquiries without sacrificing quality
At least 2 years of experience with Shopify, Gorgias, and Loop Returns
At least 1 year of experience with AI chat tools, live chat queues, macros, auto-responses, and advanced administrative tasks within Gorgias
At least 3 years of experience in a high-volume retail environment
Must work in-office Monday–Friday during the business week
3 years of experience working with drop-ship retailers preferred

Benefits

Comp & perks

Up to 40 hours per business week
Additional 10 weekend hours during peak periods
Flexibility to work from home on weekends during peak volume weeks
Reasonable accommodations as required by applicable federal, state, and/or local laws