Customer Support Associate — SummitNest Commerce
Quick Summary
SummitNest Commerce is hiring a remote Customer Support Associate to deliver fast, thoughtful assistance to shoppers across chat, email, and social channels. The ideal candidate is an excellent writer, patient problem solver, and team player who thrives in a digital retail environment. This role prioritizes early-career applicants and provides structured training, while welcoming experienced professionals who enjoy mentoring and building customer happiness programs.
At a Glance
Project Category or Industry: Ecommerce, retail operations, consumer goods
Type: Full-time employment
Experience Level: Entry level friendly; open to mid level applicants
Duration: Ongoing, long term
Location: Remote across the United States or Canada; preference for coverage within Eastern to Pacific time zones
Salary: USD 40,000–48,000 base annually, plus benefits (healthcare, 401(k) with match, paid time off, home office stipend)
Payment Mode: Monthly payroll via direct deposit
Hiring Company Name: SummitNest Commerce
Required Skills or Tools: Clear written English, empathy-driven communication, multitasking, ticketing and chat platforms, order management, basic spreadsheets, and comfort with modern collaboration tools
Role Description
The Customer Support Associate serves as the front line for SummitNest Commerce’s shoppers. You will resolve order status questions, delivery issues, returns, product concerns, and account matters, while documenting insights that improve our storefronts and internal processes. Working closely with operations, merchandising, and engineering, you will surface recurring pain points and help author help-center content so customers can self-serve quickly.
Core Responsibilities and Expected Deliverables
Respond to customer inquiries via live chat, email, and social messaging within published service levels.
Troubleshoot order, shipping, and payment issues by coordinating with fulfillment partners and carriers.
Create and maintain macro responses and knowledge base articles that reduce repeat contacts.
Capture actionable product and site feedback, and open well-scoped tickets for the product and engineering teams.
Accurately tag conversations, update CRM records, and close tickets with clear resolution notes.
Participate in weekly quality reviews and achieve targets for first response time, customer satisfaction, and resolution rate.
Contribute to weekend or evening coverage on a rotating basis and support seasonal peaks.
Required Experience and Preferred Qualifications
We welcome graduates and career changers with strong communication skills. Prior experience in a contact center, retail floor, hospitality, or community management is helpful. Familiarity with ecommerce workflows such as refunds, exchanges, and address corrections is a plus. Candidates who have handled at least basic escalations, written help articles, or coached peers will stand out. Certifications in customer experience or support operations are appreciated but not required.
Tools and Platforms to Be Used
You will work primarily in Zendesk or Gorgias for tickets and chat, Shopify or a similar commerce backend for orders, Slack for internal messaging, Google Workspace for documentation, Zoom for huddles and coaching, and Notion for playbooks and knowledge base content. Basic spreadsheet work in Google Sheets is expected for reporting and trend tracking.
Language Requirement
Fluent English is required for daily work and external communication. Proficiency in Spanish or French is a plus and may be used during peak periods to support bilingual customers.
Communication Style
Most collaboration is asynchronous in Slack with clear handoffs and tagging. The team holds brief Zoom standups and one weekly coaching session focused on quality, macros, and tone. Formal updates and handbooks are maintained in Notion and Google Docs. Email is reserved for partner and vendor communication.
Time Commitment and Working Window
This is a 40-hour per week role with two standard schedule options: 9:00 a.m.–5:30 p.m. Eastern or 9:00 a.m.–5:30 p.m. Pacific. A light rotation provides coverage for one evening block per week and one weekend day per month, with schedule notice provided at least two weeks in advance.
Payment Terms
Compensation is a salaried arrangement paid monthly through payroll. Overtime, when pre-approved during peak seasons, is compensated according to local regulations. A performance bonus is available based on customer satisfaction and team metrics.
Evaluation Criteria
Shortlisted candidates will complete a brief writing sample and a mock chat exercise to assess clarity, empathy, and problem-solving. Final evaluation considers response quality, adherence to tone guidelines, attention to detail in ticket tagging, and ability to collaborate across teams. Reference checks will focus on reliability and communication.
Other Requirements
New hires sign a standard confidentiality agreement and follow our data handling policy when accessing customer information. Timekeeping is recorded in our HR system for scheduling and compliance. Reliable high-speed internet and a quiet workspace are required; a headset will be provided.
About the Company
SummitNest Commerce is a remote-first retail company that operates a portfolio of home and lifestyle brands, partnering with ethical manufacturers and regional fulfillment centers to deliver faster, greener shipping. Founded in 2018 and headquartered in Denver, Colorado, the company serves customers across North America with a focus on quality essentials and warm, responsive service.
Learn more at www.summitnesscommerce.com. Candidates may reach the hiring team at careers@summitnesscommerce.com for application details and timelines.