After Action Cigars is a small operation. That means the person in this seat is not one voice in a queue of forty, they are the voice of the company for most customers who ever contact us. If you like solving a problem properly rather than closing a ticket quickly, you will do well here.

The role at a glance

• Title: Customer Service Agent
• Type: Part-time
• Location: Remote, anywhere in the United States
• Pay: $18 to $22 per hour, depending on experience
• Reports to: Brad Jackson, founder

What you will actually do

• Answer customer email and live chat about orders, shipping, and products
• Track down late or damaged shipments and make them right
• Walk customers through age verification when it snags, which is the single most common friction point in this business
• Help people choose a cigar when they are not sure what they want
• Process returns, refunds, and replacements
• Flag the problems you see repeatedly, so we can fix the cause instead of the symptom

What we are looking for

• You write clearly. Most of this job is written, and a well-written reply settles a frustrated customer faster than anything else
• You stay steady when someone is annoyed, because occasionally they will be
• You follow through without being chased
• You are comfortable learning a product category properly
• Reliable internet and a quiet place to work

You do not need cigar experience. We would rather hire someone who is genuinely good with people and teach them the product than the other way round. If you do know cigars, say so, it helps.

Requirements

• 21 or older, as required for a tobacco retailer
• Legally authorized to work in the United States
• Based in the United States
• Available for a consistent weekly schedule, including some weekend coverage

Nice to have

• Shopify experience
• Helpdesk software such as Gorgias, Zendesk, Freshdesk, or Help Scout
• Previous remote work
• Knowledge of cigars, pipe tobacco, or spirits

How to apply

Fill out the application form. It takes about ten minutes, and there are two short scenario questions we care about more than your resume.

Apply for this role

We read every application ourselves and reply within two weeks either way.

After Action Cigars is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.