Customer Care Representative

✨ What you’ll be working on

Ruggable is hiring a Customer Care Representative to help North American customers with questions about orders, products, returns, exchanges, and more.

You’ll be one of the people customers speak with when they need help. Most conversations will happen over phone, chat, or email, so being comfortable switching between different support channels matters here.

This isn’t only about answering, “Where is my order?” You’ll learn Ruggable’s products, website, and available stock so you can give customers useful answers and help them make the right next move.

The role is remote, full-time, and scheduled for 40 hours each week.

What you’ll be doing

• Help customers through phone, chat, and email.
• Answer questions about returns, cancellations, exchanges, and order status.
• Help customers with product questions and recommendations.
• Learn Ruggable’s products, website features, and stock information.
• Give customers timely, clear, and thorough answers.
• Summarize customer problems and escalate issues when management needs to step in.
• Share ideas that could improve the customer experience.
• Support teammates and share useful tools or ways of working.
• Keep up in a fast-moving support environment while paying attention to the details.

You may be a good fit if you have

• Strong written and verbal communication skills.
• A genuine interest in helping people and finding solutions.
• The ability to handle inbound customer questions with patience and empathy.
• Confidence supporting customers across different communication channels.
• The ability to explain and escalate an issue clearly without turning it into a five-page story.
• Experience using Google Sheets, Microsoft Excel, or similar spreadsheet tools.
• Good attention to detail.
• The ability to manage more than one task without losing track of what’s happening.
• A self-starting approach to your work.
• The ability to work well with a team.

Experience supporting customers in an omnichannel consumer products environment is preferred.

Familiarity with Shopify or Zendesk would also be helpful, but Ruggable lists these under its preferred qualifications rather than its required qualifications.

The kind of questions you’ll be helping with

This is a consumer care role, so the problems landing in your queue may be very practical.

A customer might want to know:

• Where their order is.
• Whether an order can be cancelled.
• How to start a return.
• Whether they can exchange a product.
• Which product might work better for them.
• What’s currently available.
• How something on the website works.

Some questions may be simple.

Others may need a little digging.

The important part is understanding what the customer actually needs, giving them a useful answer, and knowing when an issue should be escalated.

Pay and work hours

Ruggable lists a starting salary of $17.50 per hour for this role.

This is a full-time position with a 40-hour work week.

The company also lists employer matching of up to 3% of base salary for its company-sponsored 401(k) plan.

For the latest compensation and benefit details, check the official application page before applying.

A little about Ruggable

Ruggable is a direct-to-consumer e-commerce company known for its washable rug products.

The company is based in Los Angeles and operates in the home décor and consumer products space.

For this role, you’ll be part of the customer care side of the business, helping North American customers across phone, chat, and email.