About
At Chatters, we're not just a company — we're a community. We're passionate about hair and beauty and focused on creating a space where creativity, collaboration, and innovation thrive. Our team is made up of diverse individuals who bring unique skills and perspectives, and we're looking for someone who is excited to contribute to our vibrant culture.
Overview:
The Customer Service Agent is a key support role responsible for assisting both salon teams and online customers. This position is not client-facing in-salon; instead, you will provide remote support via phone, email, chat, and internal communication channels to ensure smooth operations and exceptional service delivery.
This is an hourly position ideal for someone who is organized, tech-savvy, and passionate about beauty and customer care.Key Responsibilities E-Commerce Customer Support
- Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Assist with online orders, returns, exchanges, shipping inquiries, and product questions.
- Troubleshoot order issues and coordinate with fulfillment partners.
- Maintain accurate customer records within CRM and e-commerce platforms (e.g., Shopify).
- Support promotional launches and seasonal campaigns.
- Support online order inquiries: delivery claim, damaged order, price adjustment, back order, missing items etc.
- Knowledgeable on product assortment & understand hair concerns so as to be able to recommend hair products to customers who inquire online.
- Assist salon managers and front desk teams with booking adjustments and system troubleshooting.
- Support gift card processing, service adjustments, and customer account updates.
- Help resolve escalated client concerns in partnership with salon leadership.
- Provide administrative support related to service policies, memberships, or packages.
- Ensure consistency of brand standards across all guest communications.
- Support Salon Services inquiries: service prices, salon inventory availability, appointment cancellation, franchisee in-salon concerns - you will work with District Managers and Store Managers to resolve.
- Support Loyalty team and inquiries from customers: know how the program works, update a customer's account info, trouble shoot when unable to sign up, support how to sign up, did not receive birthday offer, did not receive points, points adjustment.
- Online Ratings & Reviews: approve & answer online product reviews, in-salon service reviews, in-salon google reviews, in-salon Facebook reviews.
- Support Chatters App inquiries when launched.
- Support launch aftermath of 2026 initiatives: BOPIS, Shipping from multiple warehouses specifically will require extensive support.
- Will be required to work fluently in Gorgias, Adobe, LS Retail, Salesforce Loyalty Cloud and Canada Post claims portal on a daily basis. These systems are not integrated and need to be referenced daily and updated in sequence.
- Maintain response time and satisfaction KPIs.
- Document trends and recurring issues to improve systems and processes.
- Collaborate cross-functionally with marketing, operations, and logistics teams.
- Contribute to workflow improvements and customer experience initiatives.
- 1–2 years' experience in customer service (retail, hospitality, beauty, or e-commerce preferred)
- Experience with e-commerce platforms (Shopify an asset) and POS/booking systems
- Strong written communication skills with professional tone and attention to detail
- Comfortable handling high inquiry volumes (+2K daily)
- Highly organized and able to prioritize tasks independently
- Passion for beauty, haircare, skincare, or wellness industry
- Proficient in Google Workspace or Microsoft Office
- Experience using CRM or ticketing platforms (e.g., Gorgias, Adobe, LS Retail, Salesforce Loyalty Cloud and Canada Post claims portal)
- Reliable internet connection (position is fully remote)
Check us out
Chatters prioritizes diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Languages
- English
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