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Senior Customer Service Agent, NYT Wirecutter (Temporary)

The New York Times· Editing - Wirecutter
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New York, NY$25/hr - $30/hrtemporaryPosted 1w ago

About the role

Senior temporary customer service role for Wirecutter Store, focusing on delivering high-quality customer support during peak Q4/holiday season. Reports to Ecommerce Operations Director and collaborates with Customer Experience Manager to resolve inquiries and optimize helpdesk operations.

Responsibilities

  • Provide customer support across email and chat channels.
  • Manage inquiries through email and AI chat systems, delivering rapid responses and handling complex issues requiring human intervention.
  • Resolve inquiries about order status, product information, shipping, and returns.
  • Process returns using Loop Returns, ensuring accurate refunds and inventory tracking.
  • Coordinate communication between the store and external supply partners; investigate and escalate complex fulfillment, shipping, or product inquiries for rapid customer resolution.
  • Navigate and use ecommerce platforms at expert level: Shopify, Gorgias (including live chat and AI automation), and Loop Returns.
  • Collaborate with the Customer Experience Manager to identify trending issues and suggest operational improvements.
  • Demonstrate support for and commitment to The New York Times’ mission and journalistic independence.

Qualifications

  • At least 5 years as a senior or lead customer service representative.
  • Strong written communication with impeccable grammar and empathy; quick response to live chat.
  • At least 2 years of experience with Shopify, Gorgias, and Loop Returns.
  • At least 1 year experience with AI chat tools, managing live chat queues, macros, auto-responses, and advanced admin tasks in Gorgias.
  • At least 3 years experience in a high-volume retail environment with peak-season response time expectations.
  • Location flexibility: in-office Monday–Friday, with weekend work-from-home flexibility during peak volume weeks.

Skills

Required:Customer service leadershipEmail and live chat supportShopifyGorgiasLoop Returns
Last updated Oct 14, 2026. Interested? Apply on the company site.
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