CX Social Representative

• About Comfrt
• Comfrt LLC is the #1 Hoodie Brand in the U.S. and the #1 Apparel Brand on TikTok globally—built on a mission to support mental health and create everything comfortable for an easy, stress-free, cozy lifestyle. Our elevated basics are worn by millions and loved for their perfect mix of comfort, style, and cultural relevance.

• Role Overview
• The CX Social Representative provides hands-on support across Comfrt's TikTok Shop (TTS) ecosystem, focusing on after-sales care including refund-only requests, returns, exchanges, cancellations, and dispute resolution. Representatives ensure SOP compliance, maintain accurate tracker upkeep, and proactively flag risk issues to drive customer satisfaction and protect platform health. Responsibilities may flex to include live chat support as business needs and individual development evolve.

Key Responsibilities

Customer Experience

Manage after-sales cases including refund-only (RO) requests, chargebacks, and disputes with accurate resolution type selection

Submit and track claims with fulfillment partners for lost, damaged, or delayed shipments

Monitor and respond to product reviews with appropriate tone

Resolve standard cases including shipping issues, refunds, returns, exchanges, cancellations, and tracking and delay inquiries

Identify and escalate red-flag cases including platform risk issues, fraud and policy abuse, high-dollar disputes, damages outside policy, and anything with potential impact to TTS performance scores

As business needs require, respond to real-time customer inquiries through TikTok Shop Seller Center and/or Gorgias using approved macros and SOPs within SLA

Process & SOP Compliance

Follow SOPs accurately and consistently across all case types and platforms

Provide actionable feedback on unclear or outdated SOPs to support continuous improvement

Maintain internal trackers with complete, accurate information across defects, complaints, delays, and escalations

Team Contribution

Participate in weekly check-ins to review performance, share learnings, and align on process updates

Engage in ongoing coaching and ad hoc training sessions to maintain consistency across the team

Share customer insights regularly to help identify trends and refine workflows

Skills & Experience

Strong written communication with the ability to follow tone, templates, and macros precisely

Prior experience in customer support or ecommerce preferred

High attention to detail when handling inquiries, case categorization, and order-related issues

Ability to learn and apply SOPs quickly and follow them consistently

Comfortable navigating multiple platforms simultaneously (Gorgias, TikTok Shop Seller Center, ecommerce dashboards, internal trackers)

Strong organizational habits for maintaining logs, trackers, and case documentation

Problem-solving mindset with clear judgment around when to escalate

Able to manage a steady volume of work in a fast-paced environment

Qualities & Attributes

Empathetic communicator who thrives in a customer-facing environment

Curious and proactive, with a genuine interest in growing within ecommerce and digital CX

Calm under pressure and consistent with high-volume or repetitive tasks

Reliable, punctual, and accountable in meeting daily responsibilities

Comfortable making judgment calls within SOP boundaries

Strong sense of ownership and follow-through

Team-oriented with a willingness to support broader CX goals

Why Join Comfrt?

Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness.

Work in a supportive, creative environment where your ideas and growth are valued.

Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products!

Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.

Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.