Company Overview | About Hotli Inc. / 36SampleSale
At Hotli Inc. / 36Samplesale, we believe every great product deserves a second life. Headquartered in Boston, we're a fast-growing retail company combining livestream e-commerce, reverse logistics, and digital innovation. Through platforms like Whatnot, TikTok, and Shopify, we connect thousands of customers with exciting deals in real time.
We're not traditional retail. We're a creative, open, and data-driven team where ideas move fast and collaboration happens every day. At Hotli, we value integrity, respect, and agility. We celebrate diversity, encourage curiosity, and believe in building a workplace where everyone can do their best work.
If you're passionate about people, products, and live performance, you'll find a home here — where energy meets opportunity and "Second Chances become First Choices."
Whatnot: @36samplesale | @36samplesale_home | @36samplesale_active
Instagram: @36samplesale
TikTok: @36samplesale_fashion | @36samplesale_home
Job Description
The Customer Service Specialist is responsible for delivering timely, accurate, and thoughtful support throughout the customer journey, from pre-purchase questions to order issues and after-sales resolution. This role serves as a key point of contact for customers and works closely with internal teams to ensure issues are resolved efficiently and consistently.
The ideal candidate is patient, customer-focused, detail-oriented, and comfortable managing multiple conversations and cases in a fast-paced e-commerce environment. Prior experience with livestream or e-commerce platforms is a plus, but not required.
Please note: This position does not provide H1B sponsorship.
Key Responsibilities
1.Customer Support & Case Resolution
· Handle customer inquiries across supported channels in a timely, professional, and friendly manner.
· Assist customers with product questions, order status, shipping concerns, payment-related questions, and general account or purchase inquiries.
· Own customer cases from initial contact through resolution, ensuring clear follow-up and accurate documentation.
· De-escalate concerns calmly and professionally while maintaining a consistent and customer-friendly brand tone.
· Use sound judgment and empathy to provide practical solutions within company policies and service standards.
2. After-Sales & Order Support
· Manage return, exchange, refund, and reshipment requests, including required documentation and status updates.
· Coordinate reshipments and replacement orders with warehouse and fulfillment teams.
· Track return-to-inventory cases and ensure related system records are updated accurately.
· Monitor open after-sales cases, follow up on unresolved issues, and maintain complete case records.
· Track shipment and delivery status with internal teams, suppliers, or logistics partners when needed and communicate timely updates to customers.
3. Customer Experience & Feedback
· Proactively identify recurring customer pain points and flag patterns that may affect the overall customer experience.
· Collect and organize customer feedback in a structured way to support process, product, and service improvements.
· Help maintain customer service templates, FAQs, and internal reference materials to improve response quality and consistency.
4. Cross-Team Communication & Coordination
· Work closely with warehouse, fulfillment, procurement, livestream, and other internal teams to resolve customer issues efficiently.
· Communicate clearly in time-sensitive situations and provide accurate context when escalating cases to the appropriate team.
· Follow through on cross-functional action items and ensure customers receive final resolution rather than partial updates.
· Support continuous improvement by sharing operational insights and recurring service issues with relevant stakeholders.
Job Requirements
· High school diploma or equivalent required.
· Customer-oriented, friendly, patient, and professional, with strong written and verbal communication skills.
· Able to read, understand, and respond appropriately to customer messages with sound judgment and empathy.
· Detail-oriented, proactive, and accountable, with a strong sense of ownership and follow-through.
· Comfortable managing multiple customer cases and priorities in a fast-paced environment.
· Strong team player who communicates clearly and collaborates well across functions.
· Adaptable and willing to support additional customer-service or operational responsibilities when needed.
· Familiarity with e-commerce or livestream platforms such as Whatnot, TikTok, Shopify, or similar platforms is a plus.
· Experience in customer service, e-commerce support, retail, hospitality, or another customer-facing role is preferred.
· Willingness to work flexible hours based on business and customer-support needs.
· Motivated to grow into higher-responsibility roles through demonstrated performance.
Compensation & Benefits
· Employment Type: Full-time
· Schedule: Monday through Friday
· Compensation: $20.00 per hour
Pay: From $20.00 per hour
Benefits:
Work Location: In person
