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On-site
Costa Mesa, CA
Posted · 29.09.2026
LinkedIn Jobs US

# Customer Care Representative

WOLFpak

About WOLFpak WOLFpak 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 Role We'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 Do Respond to customer inquiries across email and support channels (order status, product questions, general troubleshooting, etc) Process and resolve warranty claims, evaluating product issues against policy Handle shipping and delivery disputes, including lost/undelivered package investigations and international customs issues Navigate policy disputes (returns, exchanges, price adjustments, promotional errors) with clear, firm, and empathetic communication Flag and escalate potential fraud patterns (e.g., stolen card activity) to the appropriate team Support creator and influencer-related customer service needs as they arise Identify recurring pain points and report trends to leadership to help improve processes Maintain accurate records in our support/ticketing system Uphold brand voice and internal confidentiality standards What We're Looking For 1–3+ years of customer service or support experience (retail, e-commerce, or D2C strongly preferred) Excellent written communication, clear, professional, and empathetic Comfortable holding boundaries on policy while keeping the customer relationship intact Strong organizational skills and attention to detail Ability to stay calm and solutions-oriented under pressure or with upset customers Experience with help desk/ticketing platforms a plus Ability to multitask Comfort working in an on-site, fast-paced environment Details Location: Costa Mesa, CA (in-office) Type: Full-time Monday-Friday, Half Day Saturdays Pay Range: $40,000–$50,000/year

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