Customer Care Representative

About WOLFpakWOLFpak is a fast-growing D2C bag and accessories brand known for durable, statement-making backpacks and gear, including collaborations with major entertainment brands. We're a small, high-output team where everyone's work directly shapes the customer experience.About The RoleWe're looking for a Customer Care Representative to be the frontline voice of WOLFpak. You'll handle everything from order issues and warranty claims to shipping disputes and product questions. Representing the brand with a tone that's professional, warm, and solutions-focused, even in tough conversations. This role requires someone who can hold a policy line with confidence while making customers feel heard.What You'll DoRespond to customer inquiries across email and support channels (order status, product questions, general troubleshooting)Process and resolve warranty claims, evaluating product issues against policyHandle shipping and delivery disputes, including lost/undelivered package investigations and international customs issuesNavigate policy disputes (returns, exchanges, price adjustments, promotional errors) with clear, firm, and empathetic communicationFlag and escalate potential fraud patterns (e.g., stolen card activity) to the appropriate teamSupport creator and influencer-related customer service needs as they ariseIdentify recurring pain points and report trends to leadership to help improve processesMaintain accurate records in our support/ticketing systemUphold brand voice and internal confidentiality standardsWhat We're Looking For1–3+ years of customer service or support experience (retail, e-commerce, or D2C strongly preferred)Excellent written communication, clear, professional, and empathetic without over-explainingComfortable holding boundaries on policy while keeping the customer relationship intactStrong organizational skills and attention to detailAbility to stay calm and solutions-oriented under pressure or with upset customersExperience with help desk/ticketing platforms a plusAbility to multitaskComfort working in an on-site, fast-paced environment with a collaborative team mindset.Basic computer proficiency DetailsLocation: Costa Mesa, CA (in-office)Type: Full-time Monday-Friday, Half Day SaturdaysPay Range: $40,000–$50,000/year