Customer Service Representative

We're hiring a Customer Service Representative to own email support for e-commerce stores and music artist fan clubs. You'll work tickets in Gorgias, resolve order, shipping, membership and account issues, and use AI tools to work faster and smarter. This role sits at our Clique Here fulfillment facility in Conyers. Being on site means you can walk the floor, check an order on the shelf, confirm what shipped, and fix problems in real time. About Sparkart and Clique Here Sparkart builds and runs ecommerce stores, fan clubs and merchandise programs for music artists and brands. Our roster spans dozens of storefronts and fan communities, each with its own fans, products and launch calendar. Clique Here, a Sparkart company, is our third-party logistics operation in Conyers, GA. The team handles warehousing, direct-to-consumer and wholesale fulfillment, and kitting for the stores you'll support. Support and fulfillment under one roof means customers get real answers, fast. Responsibilities Ticket support Respond to and resolve customer emails in Gorgias across stores and fan clubs, meeting response-time and quality targets. Handle order status, shipping delays, returns, exchanges, refunds, damaged or missing items, and address changes. Support fan club members with membership access, renewals, presales, exclusive content and account login issues. Adapt tone and voice to each artist and brand while following store-specific policies. Escalate complex or sensitive issues to the right internal team or client contact. On-site troubleshooting Work with the Clique Here warehouse team to locate orders, verify contents, inspect returns and confirm shipments. Investigate mis-picks, mis-ships, inventory discrepancies and carrier problems at the source, then close the loop with the customer. Flag recurring fulfillment issues to operations and help fix root causes. Systems and AI Look up and update orders in Shopify and our warehouse and shipping systems. Use AI and LLM tools to draft replies, summarize threads, categorize tickets and find answers faster, always checking output for accuracy and tone. Build and maintain macros, save replies, help center articles and automation rules in Gorgias. Suggest new ways AI can improve response times and reduce ticket volume. Insights and launches Track ticket trends and share insights on product, store and fulfillment issues. Prepare for spikes around merch drops, tour announcements, pre-sales and holiday peaks. Required 2+ years of customer service experience, ideally email or ticket-based support for ecommerce. Strong problem solver who digs in until an issue is fixed. Organized and able to juggle multiple brands, policies and open tickets at once. Comfortable learning new software quickly. Able to work on site in Conyers, GA on scheduled in-office days. Preferred Hands-on experience with Gorgias, including macros, rules and views. Experience with Shopify order management. Experience with warehouse management systems (WMS), preferably ShipBob, and familiarity with 3PL or fulfillment operations. Real interest in AI: you already use Claude or similar tools, and you want to get better at it. Passion for music, fan communities or merch culture. Work model and how to apply Hybrid schedule. This role splits time between the Clique Here facility in Conyers and remote work. On-site days are when you'll partner with the warehouse team to solve hands-on issues. Extra on-site time may be needed during launches and peak season. 2-3 days per week on site at the Conyers facility. Core hours 8:00 AM–4:00 PM ET. Weekend shifts and overtime as needed, especially during the holiday season. What we offer $20 per hour. Health, dental and vision insurance, 401(k) and paid time off (PTO). A front-row seat to artist launches, tours and merch drops. Room to shape how AI is used across our support operation. How to apply. Send your resume and a short note about a customer problem you solved that you're proud of. Tell us …

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