Customer Service Representative

**Who are we?** **About Shakestir** Shakestir is the parent company behind Cocktail Courier and Shaker \& Spoon, two of the country's leading craft cocktail subscription brands. We bring the bar experience home — delivering premium spirits, fresh mixers, garnishes, and expert\-designed recipes so our subscribers can shake, stir, and sip like a pro without leaving their kitchen. We're a small, close\-knit, fully remote team that cares deeply about hospitality, quality, and craftsmanship — and we bring that same care to how we support our customers and each other. If you love the idea of helping people create great moments (and don't mind learning a thing or two about cocktails along the way), we'd love to meet you. **Job Summary** The Customer Care Associate is the front line of our subscription experience. This role is responsible for responding to open customer tickets, resolving issues quickly and accurately, and representing the brand in every interaction. The Associate works within established SOPs and quality standards set by the Customer Care Manager, and contributes directly to retention by turning problems into positive moments for our subscribers. **Key ResponsibilitiesTicket Response and Issue Resolution** * Respond to incoming customer tickets across email, chat, and any other supported channels within published SLAs. * Resolve issues at first contact wherever possible, including order questions, refunds, replacements, missing items, delivery problems, and account changes. * Process refunds, exchanges, replacement shipments, and subscription modifications per documented SOPs. * Escalate complex or out\-of\-policy cases to the Customer Care Manager with full context and recommended next steps. **Quality and Documentation** * Maintain consistent, on\-brand tone and clarity in all customer communications. * Document every interaction in the help desk system accurately, using correct tags and dispositions so the team's data stays clean. * Follow SOPs precisely and flag any scenarios that aren't covered so they can be documented for the team. **Continuous Improvement** * Suggest improvements to macros, templates, FAQ articles, and knowledge base content based on what you see in tickets. * Participate in coaching, case reviews, and quality audits with the Customer Care Manager. * Meet or exceed individual performance targets for response time, resolution time, CSAT, and quality scores. Qualifications **Required** * High school diploma or equivalent. * 2\+ year of customer service, retail, hospitality, or similar customer\-facing experience. * Strong written communication; able to write clearly, warmly, and accurately under time pressure. * Comfortable working independently in a remote environment with reliable internet and a quiet workspace. * Detail\-oriented; able to follow SOPs closely while still showing judgment. * Comfortable with technology: help desk software, spreadsheets, email, chat tools. * Experience with a help des