Customer Support Specialist, Shopbop

Job Summary

Final date to receive applications:
Applications will be accepted on an ongoing basis.
Shopbop, a fully integrated Amazon subsidiary of  in Madison, WI, is seeking an action-oriented, motivated individual with a passion for customer satisfaction and experience in high‑end merchandise. This full‑time, direct hire position is a customer support specialist based in a remote call center. The role manages real‑time phone and email interactions with customers worldwide, serving as the first point of contact to resolve issues and provide product information.

The position requires flexibility to work various shifts, including nights, weekends, holidays and peak overtime, with a pay rate of $19.00 per hour. The call center operates 7 am–9 pm CST, seven days a week, and the successful candidate will work in a fast‑paced, multi‑tasked environment.

• Act as a Brand Ambassador for Shopbop, providing world‑class service to all customers.
• Resolve customer issues and complaints across multiple channels (email, phone, live chat, social media) in a timely manner.
• Provide key service and product information, ensuring customer satisfaction.
• Demonstrate comprehensive knowledge of Shopbop’s full range of products and services.
• Handle inquiries and cases through different channels in accordance with Service Level Agreement policies and procedures.
• Ensure clear and accurate data capture, and provide quantitative and qualitative insights of customer voices.
• Utilize a variety of software programs to resolve customer inquiries.
• Work with external shipping contractors to assist customers with domestic and international issues.

• Minimum of 2 years in a luxury customer‑service‑focused environment (contact center or luxury retail).
• Direct customer phone/email experience required.
• Strong verbal and written communication skills.
• Experience resolving conflicts, providing crisis‑management triage, and setting appropriate expectations with customers.
• Ability to work a flexible schedule, including weekends, nights, and holidays.
• High school diploma.
• Proficiency with Windows desktop environment, MS Office (Word, Excel, PowerPoint) and basic math skills.
• Comfortable with technology (headset, webcam, high‑speed wired internet, Ethernet connection).
• Home‑work area free of background noise, with reliable internet connectivity.

This is a fully remote position; candidate location restrictions may apply. The role’s responsibilities include working on a computer at a desk, wearing a headset, and turning on the camera when requested by leadership. Use of a wired, high‑speed internet connection (modem or router with Ethernet port) is required; satellite or Wi‑Fi Internet is not permitted.

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants:
Job duties for this position include working safely and cooperatively with other employees, supervisors, and staff; adhering to standards of excellence; communicating effectively and respectfully; and following federal, state, and local laws and Company policies. Criminal history may impact job duties described above. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

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