2Modern

Customer Support

• You will be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between.
• Our customer base includes both individual consumers and trade professionals (designers, architects, stagers) who are making considered, often significant purchases and hold us to a high standard.
• You will work within Zendesk, coordinate with our logistics and operations teams, and exercise sound judgment to resolve issues in ways that protect the customer relationship and reflect the elevated standard our brand represents.
• Customer communication across email, phone, and chat throughout the post-purchase journey, delivered in a tone that is warm, precise, and unflustered.
• Order research, shipment tracking, and delivery follow-up with carriers and vendors, with the kind of proactive communication that anticipates customer questions before they are asked.
• Damage claims, return authorizations, and order cancellations handled accurately, efficiently, and with discretion when situations call for flexibility within policy.
• Clear documentation and ticket management in Zendesk so every customer feels personally remembered rather than processed.

Customer Service Representative