E-commerce Customer Experience Specialist

We are a leading online retailer and manufacturer of premium pet products in the US. Our mission is to enhance the lives of pets and their owners through innovative, high-quality products and exceptional customer service.

We seek a detail-oriented and customer-focused professional to join our team as a Customer Service Specialist. In this role, you will serve as the voice of our company, ensuring customer satisfaction across all touchpoints while supporting our e-commerce operations and marketing initiatives.

RESPONSIBILITIES
- Build comprehensive knowledge of our product catalog, features, and benefits to provide accurate information to customers
- Respond promptly and professionally to customer inquiries via email, live chat, and social media across all sales channels (BigCommerce, Amazon, Etsy, social platforms)
- Proactively assist customers throughout their journey, from pre-purchase questions to post-purchase support
- Identify customer needs and collaborate with appropriate departments to resolve issues and improve satisfaction
- Maintain and update internal Standard Operating Procedures (SOPs) to ensure consistency and accuracy
- Manage product listings across our e-commerce platforms, ensuring accurate descriptions, specifications, and pricing
- Collect and organize customer feedback to help identify trends and improvement opportunities
- Support the Marketing department with product updates, promotional campaigns, and other initiatives as needed

QUALIFICATIONS
- At least 3 years of customer service experience for English language-based companies.
- Fluent and clear communication in English, both written and verbal (for training and internal communications). The ability to make a voice call to the customer is a huge plus, but not required.
- Fast and reliable internet is required to access our internal systems remotely.
- Excellent written and verbal communication skills with a positive, customer-first attitude
- Strong attention to detail and ability to multitask in a fast-paced environment
- Proficiency with e-commerce platforms and content management systems
- Experience with customer service tools and social media management
- Problem-solving skills with the ability to think creatively and adapt to changing situations

WORK DETAILS
- Salary: $800/month
- Bonus: 13th month pay (prorated for the first year)
- Work Days: Monday - Friday
- Hours: 6 am - 2 pm (New York Time) required (40 hours/week). Some time variation might be needed for special circumstances.
- Pay: Biweekly via Wise
- Communication: Video calls for complex discussions and training, ClickUp for daily communication
- Exclusivity: Full attention and energy are required; additional freelance work needs prior approval

APPLICATION INSTRUCTIONS
Please use our job application form to apply. Only applications submitted using this form will be considered. We're hiring immediately, so please complete the form promptly to be considered.
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