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Open nowPosted 10 hours ago

Senior Customer Service Agent, NYT Wirecutter (Temporary)

The New York Times137 open roles

Pay
$25 – $30 an hour
Where
New York, NY
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Your applicationOpen nowSenior Customer Service Agent, NYT Wirecutter (Temporary)The New York Times · New York, NY

  1. YouYes, apply to this one.

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on The New York Times's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. The New York Times postings stay open a median of 29 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.6%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.0%30 days
This job: posted 10 hours ago

The New York Times median: 29 days open

The posting

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.

About the Role, Mission or Department Overview

Wirecutter, a New York Times company, is the premier product recommendation service dedicated to rigorously testing and reviewing products to help readers make the best decisions for their lives. Building on our mission of trust and utility, the Wirecutter Store (wirecutterstore.nytimes.com) is our dedicated e-commerce destination, offering our audience for purchase a highly-curated selection of the exceptional products we recommend.

As we approach our busiest time of the year (Q4/Holiday Season), we are looking for two experienced Senior Temporary Customer Service Agents to join our team. You will be the customer-facing voice of the Wirecutter Store. You will ensure that our customers receive the same level of care, clarity, and reliability that they expect from Wirecutter's editorial recommendations.

You will report directly to the Ecommerce Operations Director. You will work with our Customer Experience Manager to resolve inquiries, refine support processes, and improve our helpdesk operations during the peak holiday shopping rush.

Schedule and Hours:

  • Base Hours: Up to 20 hours per business week.
  • Peak Season: An additional 10 hours on weekends during peak periods.
  • Available Shifts (subject to change): Shift A: 9:00 AM – 1:00 PM Shift B: 1:00 PM – 5:00 PM

Responsibilities:

  • You will provide customer support across our primary communication channels: email and chat.
  • You will manage inquiries coming through our email and AI chat systems, providing rapid, real-time responses to customers and take over complex issues that require a human touch.
  • You will resolve inquiries regarding order status, product information, shipping, and returns.
  • You will process returns using Loop Returns, ensuring accurate refunds and inventory tracking.
  • You will guide communication between the store and our external supply partners, investigating and escalating complex fulfillment, shipping, or product inquiries to ensure rapid resolution for the customer.
  • You will navigate and use our ecommerce tech platforms at an expert level, specifically Shopify, Gorgias (including live chat and AI automation features), and Loop Returns.
  • You will collaborate with the Customer Experience Manager to identify trending customer issues and suggest operational improvements.
  • Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.

Basic Qualifications:

  • At least 5 years, as a senior or lead customer service representative.
  • Communication & Speed: at least 5 years of experience interpreting and responding to customer requests with impeccable grammar and empathy. Must respond quickly to live chat inquiries without sacrificing quality.
  • Technical Expertise: at least 2 years of experience with Shopify, Gorgias, and Loop Returns.
  • AI Chat & System Optimization: at least 1 year of experience working with AI chat tools, managing live chat queues, creating macros, configuring auto-responses, and performing advanced administrative tasks within Gorgias.
  • Work Environment: at least 3 years of experience in a high-volume retail environment, meeting strict response time expectations during peak season.
  • Location Flexibility: You will work in-office during the Monday–Friday business week, with the flexibility to work from home on weekends during peak volume weeks.

Preferred Qualifications:

  • 3 years of experience working with drop-ship retailers.

REQ-020706

The hourly rate of base pay for this role is:

$25—$30 USD

Candidate Use of GenAI Tools:

We’re excited to learn more about you and your experience. To keep our hiring process as fair and authentic as possible, we ask that you submit your own work and not use GenAI tools to generate substantive content during the application and interview process.

If you’re an engineering candidate, we’ll let you know what specific GenAI tools you are permitted to use for your technical assessment.

The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism. To do so, we embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization. We encourage people from all backgrounds to apply.

We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here.

The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email [email protected]. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

For information about The New York Times' privacy practices for job applicants, click here.

Please beware of fraudulent job postings. Scammers may post fraudulent job opportunities, and they may even make fraudulent employment offers. This is done by bad actors to collect personal information and money from victims. All legitimate job opportunities from The New York Times will be accessible through The New York Times careers site. The New York Times will not ask job applicants for financial information or for payment, and will not refer you to a third party to do so. You should never send money to anyone who suggests they can provide employment with The New York Times.

If you see a fake or fraudulent job posting, or if you suspect you have received a fraudulent offer, you can report it to The New York Times at [email protected]. You can also file a report with the Federal Trade Commission or your state attorney general.

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