Note: The job is a remote job and is open to candidates in USA. Talent Hackers is seeking a proactive and experienced Customer Experience Specialist to join their 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 various channels.

Responsibilities

• Monitor inbox to assist customers, answer questions, and escalate issues when needed
• Troubleshoot issues with account support
• Handle customer inquiries with a
• 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

Skills

• 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
• 1+ years experience with Monday (or similar PM tool)

Company Overview