Senior Customer Service Agent
Quick answer
The New York Times is hiring a Senior Customer Service Agent for the Wirecutter Store in New York, NY, to provide customer support during the holiday season.
- Role
- Senior Customer Service Agent
- Organization
- The New York Times
- Location
- New York, NY
- Work setup
- On-site
- Level
- Senior
- Category
- Other
The role
The New York Times is seeking a Senior Customer Service Agent to join the Wirecutter Store team during the holiday season. The role involves providing customer support through email and chat, managing inquiries, and resolving issues related to order status, product information, shipping, and returns.
What you'll do
- Provide customer support through email and chat
- Manage inquiries and resolve issues related to order status, product information, shipping, and returns
- Process returns using Loop Returns
- Guide communication between the store and external supply partners
- Navigate and use ecommerce tech platforms at an expert level
- Collaborate with the Customer Experience Manager to identify trending customer issues and suggest operational improvements
What it takes
- At least 5 years as a senior or lead customer service representative
- Experience interpreting and responding to customer requests with impeccable grammar and empathy
- At least 2 years of experience with Shopify, Gorgias, and Loop Returns
- At least 1 year of experience working with AI chat tools
- At least 3 years of experience in a high-volume retail environment
- Location flexibility with the ability to work in-office during the business week and from home on weekends during peak volume weeks
What you'll bring
Frequently asked questions
Where is the job located?
The job is located in New York, NY, and is on-site.
What is the compensation?
Compensation is not specified.
What are the key qualifications required?
Key qualifications include at least 5 years as a senior or lead customer service representative, experience with Shopify, Gorgias, and Loop Returns, and experience in a high-volume retail environment.
How do I apply?
To apply, visit the The New York Times careers site.
Is the job remote?
The job is on-site in New York, NY.
How to apply
Apply directly on The New York Times's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on The New York Times's official posting before applying.