About Manhead LLC

Manhead is a worldwide, full service, merchandise and experiential company creating the global intersection of music, fashion and culture through branded experiences that strengthen the bond between artists and fans. For over thirteen years, Manhead has succeeded as one of the leading, independently owned music/entertainment merchandise companies, specializing in touring, e-commerce, creative, retail, licensing, collaborations, and pop-up shops.

About the role

• We are seeking a Customer Service Representative to aid our Ecommerce team with customer queries and resolution to order issues. 

What you'll do

• Answer general inquiries from customers via Gorgias or relevant Customer Service channel
• Correspond with the Customer Service Team and broader eCommerce team regarding challenges and issues observed with the customer experience 
• Interact with our 3PL partner, Shipbob,  to inform them of any incorrect or problem orders to remedy the situation with the customer  
• Respond to customers in a timely manner as determined by the Customer Support Manager
• Assist with increased customer demand around high volume drops & releases as well as critical holiday sales periods such as Christmas, Black Friday, etc.

Key Responsibilities:

• Respond promptly to general customer inquiries via Gorgias or other designated Customer Service platforms.
• Address questions related to orders, shipping, product availability, returns, and general policies with professionalism and accuracy.
• Communicate ongoing issues, trends, or customer pain points to the broader Customer Service and Ecommerce teams for resolution and continuous improvement.
• Collaborate with our third-party logistics partner, Shipbob, to identify, escalate, and resolve incorrect or problematic orders.
• Maintain a high level of responsiveness to meet established response time SLAs as directed by the Customer Support Manager.
• Provide additional support during high-volume sales periods, including major product drops, album launches, holiday seasons (e.g., Black Friday, Christmas), and other peak retail times.
• Stay informed on new product launches, promotions, and site changes in order to provide accurate information to customers.
• Document customer interactions and resolutions accurately within our internal systems to ensure alignment across teams.
• Maintain a positive, empathetic, and solution-oriented approach in all customer interactions.

Qualifications

• Strong written communication skills and attention to detail.
• Excellent interpersonal skills with the ability to handle challenging customer interactions with patience, professionalism, and empathy.
• Ability to work independently, manage time effectively, and prioritize workload.
• Familiarity with Gorgias, Shopify, or similar ecommerce/customer service platforms is a plus.
• Comfortable working in a remote environment with team collaboration tools (e.g., Slack, Zoom, Google Workspace).
• Previous experience in ecommerce customer service, especially in the music/entertainment merchandise industry, is highly desirable.

Schedule and Availability

• This is a part-time role with flexible hours; availability during peak sales windows and weekends may occasionally be required.
• Candidates should be comfortable with a remote work setup and have access to reliable internet and communication tools.