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) Benefits: Apply tot his job Apply To this Job