Customer Support Specialist, Part Time

Job Description:

  • Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
  • Resolve issues involving lost, stolen, delayed, or damaged shipments.
  • Process eligible replacement and reshipment orders.
  • Coordinate with shipping insurance providers to submit and track claims.
  • Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
  • Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
  • Maintain detailed records of customer support cases and resolutions.
  • Prepare weekly customer support reports including:
  • ○ Ticket date and time
  • ○ Customer issue summary
  • ○ Insurance claim status
  • ○ Reimbursement outcomes
  • ○ Reshipment details
  • ○ Customer satisfaction ratings (1–5 scale)

Requirements:

  • Previous customer support or customer service experience.
  • Excellent written English communication skills.
  • Strong empathy and conflict-resolution abilities.
  • Ability to remain calm and professional when assisting frustrated customers.
  • Highly organized with strong attention to detail.
  • Comfortable working independently and managing multiple follow-ups.
  • Experience using Slack; experience with Gorgias or similar help desk platforms is a plus.
  • Ability to learn product knowledge quickly and confidently assist customers.
    • **Ideal Candidate**
  • Kind, empathetic, and customer-focused.
  • Patient and approachable with a service-first mindset.
  • Task-oriented and reliable.
  • Comfortable taking ownership of issues through resolution.
  • Committed to providing a positive experience for every customer.

Benefits:

  • Permanent remote work flexibility
  • Annual performance bonuses
  • Dedicated coaches offer an extra channel of support and skill-building
  • Opportunities for professional growth
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