CUSTOMER EXPERIENCE SPECIALIST

Most customer support jobs are reactive. This role is different.

You'll be responsible for protecting and improving the customer experience across every stage of the customer journey—from order questions and shipping issues to product concerns and account support.

We're looking for someone who takes ownership, communicates clearly, and knows how to turn problems into positive experiences.

WHAT YOU'LL BE DOING

• Managing customer inquiries across email, chat, and support platforms

• Handling order modifications, cancellations, tracking requests, returns, and exchanges

• Investigating issues and coordinating resolutions quickly and accurately

• Escalating complex situations when necessary while maintaining a positive customer experience

• Tracking recurring concerns and helping identify opportunities for improvement

• Maintaining accurate customer records and support documentation

• Acting as the voice of the customer by sharing feedback and insights with the team

THE PERSON WHO THRIVES HERE

• Enjoys solving problems independently

• Remains professional during difficult customer interactions

• Pays attention to details and follows through on commitments

• Communicates clearly and confidently in writing

• Takes pride in delivering excellent service rather than simply closing tickets

EXPERIENCE WE'D LIKE TO SEE

• Previous experience in customer support, customer success, eCommerce operations, or related roles

• Strong written English communication skills

• Experience handling customer orders, shipping inquiries, returns, and account issues

• Ability to manage multiple conversations and priorities simultaneously

• Familiarity with support platforms, eCommerce systems, or CRM tools

ADVANTAGEOUS BUT NOT REQUIRED

• Skincare, beauty, wellness, or consumer products experience

• Shopify experience

• Subscription eCommerce experience

• Interest in customer retention and customer loyalty

WHY PEOPLE SUCCEED IN THIS ROLE

The strongest team members aren't necessarily the fastest responders.

They're the people customers trust.

They're organized, reliable, solution-focused, and genuinely care about creating a great experience every time someone reaches out.

If that sounds like you, we'd love to hear from you.