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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 Agent for Wirecutter Store supporting peak holiday season; responsible for customer support via email and chat, handling inquiries, processing returns, and collaborating with supply partners and internal teams.

Responsibilities

  • Provide customer support across email and chat channels.
  • Manage inquiries through email and AI chat systems with rapid, real-time responses; escalate complex issues requiring human intervention.
  • Resolve inquiries regarding 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/product inquiries.
  • 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 commitment to journalistic independence and The New York Times mission.

Qualifications

  • At least 5 years as a senior or lead customer service representative.
  • 5+ years of experience interpreting and responding to customer requests with impeccable grammar and empathy; quick response for live chat.
  • At least 2 years of experience with Shopify, Gorgias, and Loop Returns.
  • At least 1 year of experience with AI chat tools, managing live chat queues, creating macros, configuring auto-responses, and performing advanced administrative tasks within Gorgias.
  • Minimum 3 years of experience in a high-volume retail environment with strict peak-season response time expectations.
  • Location flexibility to work in-office Monday–Friday with weekend/work-from-home flexibility during peak volume weeks.

Skills

Required:Customer support across email and chatShopifyGorgiasLoop ReturnsAI chat tools
Last updated Oct 14, 2026. Interested? Apply on the company site.
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