Customer Service Representative

About High Scale We’re High Scale — a future-focused, data-obsessed agency revolutionizing video advertising on TV and social media. Think Amazon’s obsession with customer experience meets SpaceX’s fearless ambition—that’s the DNA behind everything we do. Our 160-person team of creatives, strategists, and innovators produces thousands of high-impact campaigns weekly for the world’s leading lifestyle, fashion, beauty, and DTC brands.

With 50,000 sq. ft. of DTLA studios and a global influencer network, we're growing rapidly—and that starts with hiring exceptional people. We move fast, embrace change, and believe the best ideas come from people who take ownership and continuously look for ways to improve. If you enjoy connecting with people, thrive in fast-paced environments, and take pride in delivering outstanding experiences, you'll fit right in.

About the Role

We’re looking for a Customer Service Representative to join our Affiliate Marketing team. You’ll be responsible for providing excellent customer support while assisting with affiliate-related inquiries, orders, promotions, products, and other customer concerns. You’ll work closely with the Affiliate Marketing and internal operations teams to make sure customer issues are handled quickly, accurately, and professionally.

The ideal candidate is highly responsive, organized, and comfortable communicating with customers across multiple channels. You should be a strong problem solver who takes ownership of customer concerns and knows how to provide a positive experience even when handling difficult situations.

What You'll Do

● Respond to customer inquiries through email, chat, social media, and other communication channels. ● Assist customers with product questions, orders, promotions, discount codes, refunds, and other concerns. ● Handle customer inquiries related to affiliate promotions, offers, and campaigns. ● Troubleshoot issues involving affiliate links, discount codes, promotions, and orders.

● Coordinate with the Affiliate Marketing team to resolve customer concerns. ● Escalate complex or recurring issues to the appropriate internal team. ● Follow up with customers to ensure their concerns have been properly resolved. ● Maintain accurate records of customer interactions, issues, and resolutions. ● Provide clear and accurate information about products, promotions, and company policies.

● Monitor customer feedback and identify recurring issues or opportunities for improvement. ● Maintain a friendly, professional, and helpful tone across all customer interactions. ● Help maintain customer service FAQs, resources, and internal documentation. ● Support the Affiliate Marketing team with other customer-related tasks and projects as needed.

Who You Are

● 3+ year of experience in customer service, e-commerce, sales support, or a related role. ● Excellent written and verbal English communication skills. ● Strong customer service and problem-solving skills. ● Comfortable communicating with customers through email, chat, and other online channels. ● Highly organized and detail-oriented.

● Able to manage multiple customer inquiries and priorities at the same time. ● Patient and professional when handling difficult or escalated customers. ● Strong follow-up skills and a sense of ownership. ● Comfortable learning new tools, systems, products, and processes. ● Able to work independently in a fast-paced, remote environment.

● Reliable internet connection and equipment suitable for remote work. Plus If You Have ● Experience in affiliate marketing or e-commerce. ● Experience supporting DTC, beauty, fashion, wellness, lifestyle, or consumer brands. ● Familiarity with affiliate links, discount codes, promotions, or commission-based programs.

● Experience working with Shopify or other e-commerce platforms. ● Experience with customer service platforms such as Gorgias, Zendesk, Intercom, or similar tools. ● Experience working with creators, influencers, or affiliate partners. What Success Looks Like ● Customers receive fast, accurate, and helpful responses. ● Customer concerns are resolved efficiently and professionally.

● Affiliate-related customer issues are properly handled and escalated when needed. ● Customer interactions consistently reflect a positive brand experience. ● Recurring customer issues are identified and communicated to the team. ● You can effectively manage a high volume of inquiries while maintaining accuracy and quality.

High Scale is an Equal Opportunity Employer. We celebrate diversity because we know exceptional teams are built from different perspectives, experiences, and ideas. If you're excited to connect with people, help identify top talent, and create memorable first impressions, we'd love to meet you.