Job Title: Customer Support Specialist
Location: Remote
Work Shift: US time zone
Working Hours: 20 hours per week (Part-time with the potential to transition to Full-time)
About the Role
We are looking for a customer support focused specialist to help us handle an increasing number of customer support related queries. Currently we anticipate starting ~20 hours per week, but as we continue the workload will continue to grow as well. Most of the workload will be handled across Richpanel, email, shopify and our 3PL provider flexport. Wholesale related business queries may also happen through Richpanel, so the applicant must be comfortable providing pricing and timelines for co-branding or other wholesale opportunities. We are looking for an individual with a solution oriented mindset, who when facing challenges, will be expected to not only identify the issue, but also come up with multiple potential solutions. We also value the ability to take initiative. You should have the ability to take ownership of tasks and proactively find ways to improve processes or solve issues.
The user should have an ability to flex into other small admin related tasks as needed.
Responsibilities:
- Manage and respond to all inbound messages across multiple platforms, including:
- Email, Website Form/Chat, Instagram, Facebook, and SMS/Text
- Social media ad comments on Facebook/Instagram (reply, hide, or delete as needed)
- Initiate conversations and gather initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to founders.
- Use Richpanel.com as the primary customer success platform to handle communications effectively.
- Tag all relevant conversations or orders and use automations to optimize tagging processes.
- Organize and add new tags for efficient conversation tracking.
- Leverage IF/THEN/AND/OR logic in automation workflows and propose improvements as needed.
- Use Richpanel AI for faster responses while ensuring accuracy and modifying AI responses where necessary.
- Manage and update the self-service knowledge base, ensuring customers can access FAQs, view/manage orders, and initiate support tickets.
- Identify new customer questions and topics, adding them into support processes (response, tagging, knowledge base, etc.).
- Utilize existing templated responses (macros) and create new ones for faster replies and consistent messaging.
- Compile reports on customer issues and outreach topics to gain insights into customer needs and identify trends.
- Follow up with customers who leave negative reviews to assist them with their concerns.
- Use Judge.me to request review updates from customers once their issue has been resolved.
- Handle warranty claims with 3PL (Flexport) for issues like lost or damaged packages, collecting necessary information, filing, tracking, and responding to claims until resolved.
- Oversee the returns process, including creating returns for eligible customers in Shopify, tracking follow-ups, and issuing refunds as needed.
- Generate shipping labels and process orders via Shopify.
- Assist with operations within Shopify and 3PL software (Flexport).
- Leverage popular AI tools like ChatGPT for increased productivity and innovative ideas for customer support.
- Proven experience in direct-to-consumer eCommerce environments.
- Background in customer support, sales, account management, or similar customer-facing roles.
- 3-5+ years in a relevant position, ideally within a customer support or account management capacity.
Soft Skills:
- Able to quickly grasp new systems, processes, and product knowledge.
- Takes initiative in troubleshooting and identifying opportunities for improvement in assigned business areas.
- Approaches challenges with multiple potential solutions and demonstrates creative, independent thinking.
- Flexible in a fast-paced, evolving environment and responsive to changing needs.
- Skilled in time management, keeping tasks and priorities structured.
- Clearly and actively communicates with team members and clients alike.
Technical Skills:
- Proficient in managing operations and troubleshooting within Shopify.
- Skilled in Google Sheets, Docs, Slides, Gmail, and Google Calendar.
- Experienced with Richpanel, Gorgias, or a similar customer support platform.
- Proficient in Slack, Coda, Notion, Asana, or similar project management tools.
- Familiarity with ChatGPT, Google Gemini, or other popular AI productivity tools.
