Ecommerce Customer Service Specialist

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)

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