Lewis Products

Senior Customer Service & Brand Integrity Lead (E-commerce)

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

$880-$1000+ / month depending on experience

: HOURS PER WEEK

40

: DATE UPDATED

Apr 3, 2026

JOB OVERVIEW

POSITION: Senior Customer Service & Brand Integrity Lead (E-commerce)

ABOUT US
We are Zlumber ( ---------- ) — a product innovation company that takes ideas from concept to global retail. We design and launch problem-solving products and sell across Shopify, Amazon, and other channels.

Our brand has reached millions of customers through viral growth and retail expansion. Because of this, customer experience and brand reputation are critical to our success.

We are not looking for basic support. We are looking for someone who will own and improve this function.

ROLE OVERVIEW
This is a high-responsibility, high-ownership role.

You will manage customer support across platforms, protect brand reputation, and improve how we interact with customers. This role requires judgment, initiative, and leadership thinking — not just task execution.

KEY RESPONSIBILITIES

Customer Support and Ticket Management

Manage all customer conversations using Re:amaze (email, chat, social)
Handle support across Shopify, Amazon, and social platforms
Own tickets from first response to full resolution
Maintain fast, accurate, and professional communication

Cross-Platform Issue Resolution

Handle returns, refunds, replacements, and complaints
Understand Shopify and Amazon workflows (including claims and disputes)
Work with internal teams to resolve issues efficiently

Brand Reputation and Social Monitoring

Monitor reviews and comments across Amazon, social media, and forums
Respond to negative feedback appropriately
Protect and maintain the brand’s reputation

Customer De-escalation and Resolution

Handle upset customers calmly and professionally
De-escalate situations with clear communication
Provide fair, practical, and brand-aligned solutions
Use good judgment and common sense

Product Understanding and Troubleshooting

Learn products in detail
Help customers troubleshoot issues
Explain solutions clearly and simply

Process Ownership and Improvement

Identify recurring issues and inefficiencies
Improve templates, workflows, and systems
Suggest and implement better ways of operating

REQUIRED SKILLS AND QUALIFICATIONS

Communication (Critical)

Excellent written and spoken English
Strong understanding of U.S. tone and customer expectations
Ability to write natural, human, non-robotic responses

Customer Support Experience

Experience with Re:amaze (preferred), Gorgias, or Zendesk
Experience supporting Shopify and/or Amazon customers

AI and Efficiency Tools

Comfortable using AI tools (ChatGPT or similar) to improve writing and efficiency
Ability to use AI without sounding automated

Problem Solving and Judgment

Strong critical thinking
Ability to troubleshoot product and customer issues
Able to make decisions without constant supervision

Ownership Mentality

Think like an owner, not just an employee
Take responsibility for results
Look for ways to improve systems and performance

PREFERRED (NOT REQUIRED)

Experience managing or leading a support team
Experience improving customer service systems
E-commerce operations experience
Experience handling high ticket volume

PERFORMANCE EXPECTATIONS

Fast response times
High resolution rate
Strong customer satisfaction
Clear and error-free communication
Continuous improvement in systems and workflows

WORK EXPECTATIONS

Full-time position
Ability to overlap with U.S. business hours
Reliable internet and work environment
Daily accountability and responsiveness

WHAT WE ARE LOOKING FOR

Someone who takes ownership
Someone who thinks and improves systems
Someone who can grow into a leadership role
Someone who protects the brand

APPLICATION INSTRUCTIONS (IMPORTANT)

To be considered, include:

A short introduction
Your experience with Shopify, Amazon, and support tools (Re:amaze, Gorgias, Zendesk)
Examples of customer support responses you’ve written
How you would handle an angry customer asking for a refund
Your internet speed and typical working hours

Subject Line: Customer Support Lead – Your Name

FINAL NOTE
This is a long-term role. We are looking for someone who wants to grow, take ownership, and become a key part of the company.

If you are proactive, detail-oriented, and take pride in doing things right, apply.

SKILL REQUIREMENT

Customer Support Management Technical Support English Proficiency

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Lewis Products

Senior Customer Service & Brand Integrity Lead (E-commerce)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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