Job Description
- Job Description:
- This is a remote position.
- We’re seeking a proactive and experienced Customer Experience Specialist to join our fast-paced D2C ecommerce team.
- In this role, you’ll serve as the first point of contact for customers—delivering fast, friendly, and effective support across channels.
- You’ll manage inquiries, troubleshoot issues, process returns, and work closely with internal teams to ensure an exceptional brand experience.
- Core Tasks:
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Troubleshoot issues with account support
- Handle customer inquiries with a <1 hour SLA time
- Gather product knowledge to properly educate customers
- Proactively look for negative reviews and escalate to brand management
- Process returns and billing or delivery issues
- Proactively solicit and collect reviews from customers to enhance brand awareness
- Build out role-related SOPs and FAQs for faster and more accurate responses
- Assist with other tactical ecommerce -related tasks as needed
- Requirements:
- 3+ years experience in a D2C ecommerce customer service role
- Hands on experience working with Shopify brands
- Exceptional verbal and written communication skills
- Background with the consumables vertical (or similar)
- Basic - intermediate skills with Google Sheets/ Excel for basic reporting
- 1+ years experience with professional helpdesk tool like Gorgias (or similar)
- Familiarity with slack and Zoom for internal team coordination / communication
- Ability to work EMT
- Nice-to-Haves: 1+ years experience with Monday (or similar PM tool)
Benefits:
Apply Now
Apply Now