Senior Customer Service Representative

The Big Picture

The Senior Customer Service Representative plays a critical role in delivering the exceptional customer experience SwagUp is known for. As part of the Customer Experience (CX) team, this role is responsible for responding to customer inquiries, resolving order-related issues, and helping customers successfully navigate the SwagUp platform. Senior Customer Service Representatives operate at the front lines of the customer journey, assisting clients via chat and email while proactively identifying and resolving issues before they escalate. This role requires strong communication skills, attention to detail, and the ability to investigate and diagnose operational issues using SwagUp’s internal tools. Beyond ticket resolution, Senior Customer Service Representatives collaborate cross‑functionally with Sales, Warehouse Operations, Logistics, and Sales Operations to ensure customers receive timely support and clear guidance. The role requires a strong understa...