Ecommerce Customer Service Specialist

Job Overview:
Do you love helping customers, solving problems, and turning frustrating experiences into happy ones? Would you enjoy being the person customers can count on when they have a question, an order issue, or need a little extra help?

Join us as a Customer Service Specialist (D2C Ecommerce) and help keep our customers happy while supporting the day-to-day ecommerce experience. You’ll handle customer inquiries, troubleshoot issues, manage returns and billing concerns, spot feedback worth escalating, and help create SOPs and FAQs that make support faster and easier.

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.

Must-Haves:
• 3+ years experience in a D2C ecommerce customer service role .
• 1+ years experience with Zendesk for helpdesk management (or similar tool).
• Hands on experience working with subscription-based business.
• Exceptional verbal and written communication skills.
• Background with the consumables vertical (or similar).
• Basic - intermediate skills with Google Sheets/ Excel for basic reporting.
• Familiarity with slack and Zoom for internal team coordination / communication.
• Ability to work EST.

Nice-to-Haves:
• 1+ years experience with Monday (or similar PM tool).
• Experience with ShipStation for order management.