Customer Support Representative

contract
Fully Remote

Only accepting applications from: United States

Giftly is hiring a part-time contractor to join our operations team working on mainly customer support, but is open to taking on fraud tasks. This is a remote role with extremely flexible hours. You will be working from your home or any location you choose, using your own computer and equipment. Although this is primarily a daytime role, we’re looking for candidates who have the flexibility and willingness to work evenings, weekends and holidays to help out at our busiest times of the year (Christmas). This is an ideal position for someone with other obligations and is looking for long term supplemental income.

Customer Support

We’re looking for a “people person” who is enthusiastic about making others happy. Our team is committed to providing quick, professional and friendly customer support. Customer Support Representatives provide support for a variety of customer issues and questions, mostly by email. You won’t be strictly following a script like a robot. We want our Customer Support Representatives to be independent thinkers who will provide personalized service that keeps our customers happy and satisfied.

Fraud Review

As a fraud reviewer you will be manually reviewing gift purchases and redemptions to distinguish between legitimate transactions and fraudulent transactions (e.g., purchased using a stolen credit card). You’ll also be looking to identify purchase and redemption patterns that could indicate money laundering or other illegal activity. Our system has multiple layers of automation for recognizing fraud. You will be reviewing and approving or rejecting the most difficult cases. It is up to you to ensure we don’t lose money due to fraud.


Tasks and responsibilities

  • Troubleshoot and resolve online help tickets related to purchasing, gift delivery, redemptions and refunds
  • Address specific customer concerns and respond to customer questions via email (and once in a while by phone)
  • Monitor customer communication to promptly identify any product issues that arise
  • Summarize common support requests and relay customer feedback to inform product development
  • Approve or reject purchases and redemptions in a timely manner
  • Maintain or decrease current incidence of fraudulent chargebacks
  • Operate in compliance with banking regulations to prevent illegal financial activity on our site 

Experience

Required skills and experience

  • Eagerness to work independently on tasks that require problem solving
  • Mature interpersonal and written communication skills
  • Ability to thrive under pressure and in the presence of urgent requests
  • Excellent time management skills and attention to detail
  • Capacity to self-manage in a remote work environment 
  • Interest in collaborating online with team members
  • Proficiency in basic computer tasks and willingness to work at a computer for several hours at a time
  • Must have basic knowledge of payment processes
  • Must have customer-facing experience specifically with email communication

Salary and Perks

Workload & Compensation

  • Your hours can vary and do not need to be consecutive but can’t be all evening hours.
  • Willingness to work 2-5 days per week. Weekends are required.
  • Pay is based on the numbers of days per week that you work.
  • Customer Service: Average workload per day is 3.5 hours
  • Fraud Review: Average workload per day is 2 hours
  • $80 per Customer Service shift and $50 per Fraud shift, with holiday bonuses
  • Excited about picking up additional hours/days around the holidays
Tools
Google Drive
Slack

About Giftly, Inc.

Giftly is revolutionizing the way people give and receive gifts. We're a San Francisco-based startup upending the $100B-a-year gift card market.

Finally you can give a friend dinner at a favorite restaurant, a sweater from a local boutique, or a night out at the movies, easily right from your phone or from the web.

Founded in 2010, Giftly has raised $3M from tier-one VCs and advisors and has assembled a team of talents spanning industries and backgrounds, all working with one purpose: to help you connect with the people you care about through gifts.

Giftly is revolutionizing the way people give and receive gifts. We're a San Francisco-based startup upending the $100B-a-year gift card market.

To apply, email kelly@giftly.com with your resume and why you would be a good fit for this position. Please include your schedule availability and describe any direct experience.

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