Customer Service Representative

Puesto: Customer Service Experience Representative
Company Background

Pool Day  was born in the summer of 2023 with one clear mission: to empower pool and hot tub owners to take control of their own water care.
The existing options for pool and hot tub maintenance are overpriced, confusing, and time-consuming. Legacy chemical brands rely on outdated products and unclear instructions. Brick-and-mortar stores push in-person water testing and complicated multi-step routines. Pool service providers are often expensive and unreliable. The reality is simple — pool chemistry isn’t so complicated that customers can’t manage it themselves.
Pool Day is changing that. We are a  direct-to-consumer eCommerce brand  making pool and hot tub care intuitive, effective, and enjoyable. Our premium products are paired with best-in-class customer support and educational content designed to help customers succeed ’re a startup disrupting a massive, long-overdue market. Over  15 million Americans  own a pool or hot tub, spending billions annually on maintenance and routine care.

As we grow, our focus is on scaling our most-loved products while delivering excellent customer experiences that drive retention and repeat purchases.

The Role  We’re looking for a  Customer Service Experience Representative  to support Pool Day customers across phone and email channels. This role requires strong communication skills, comfort with live calls, and hands-on experience managing orders, fulfillment issues, and post-purchase customer needs across multiple systems.

What You’ll Do   Respond to customer inquiries via  phone and email  in a friendly, clear, and professional manner.
Assist customers with  order updates , including returns, refunds, exchanges, and modifications.
Track and communicate  shipping and fulfillment updates , escalating issues when needed.
Help customers understand Pool Day products, usage, and next steps with confidence.
Maintain accurate records using  call notes, tags, and internal tools  to support efficient workflows.
Meet daily performance expectations for  response time, resolution rate, and customer satisfaction (CSAT) .
Identify recurring customer questions or issues and share feedback with the team to improve documentation and processes.

What We’re Looking For    1+ year of experience  in customer service, eCommerce, DTC, or call center support.
Excellent spoken and written  English communication skills .
Comfortable handling  high volumes of customer interactions  while maintaining accuracy and professionalism.
Strong problem-solving skills and the ability to multitask in live customer conversations.
Organized, detail-oriented, and able to prioritize effectively.

Nice to Have   Experience supporting  U.S.

-based customers  over the phone.
Familiarity with  Slack and Notion .
Previous experience working with  Shopify-based DTC brands .
Understanding of the  post-purchase customer lifecycle  (tracking → delivery → retention).
Hands-on experience with customer support and fulfillment tools , including:
Gorgias or similar platforms (Zendesk, Help Scout)
Shopify (refunds, returns, order edits, internal notes)
Ship Hero (fulfillment tracking, warehouse status, shipping updates)

Why Join Pool Day   Join a mission-driven startup transforming an outdated industry.
Be part of a collaborative, supportive team that values great customer experiences.
Help shape how customers interact with a growing DTC brand.
Opportunity to grow with the company as we scale.