Customer Support for Spicy Gummy Brand

**About Us:**
Spicy Cubes is a fast-growing e-commerce brand dedicated to bringing our customers a unique and exciting product experience. Our Spicy Peach flavored gummies are helping couples connect all around the world. We pride ourselves on using natural, plant-based ingredients and providing top-notch customer service.

**Position Overview:**
We are looking for a highly motivated and experienced Customer Support Virtual Assistant to join our team. The ideal candidate will have prior experience in customer support and be proficient in using Richpanel or Zendesk. You will be responsible for handling customer inquiries, resolving issues, and ensuring a delightful customer experience, as well as managing communication with our 3PL partner on Slack to address order discrepancies and shipping issues.

**Key Responsibilities:**

- Respond to customer inquiries via email, chat, and social media in a timely and professional manner.
- Use Zendesk to manage and track customer interactions and tickets.
- Resolve customer issues related to orders, shipping, product information, and more.
- Process order cancellations, refunds, and exchanges as needed.
- Communicate with customers about order statuses, shipping delays, and other relevant updates.
- Collaborate with the team to improve customer support processes and overall customer satisfaction.
- Communicate with our 3PL partner via Slack to address order discrepancies, shipping delays, and other logistical issues.
- Investigate and resolve order discrepancies, ensuring accurate and timely order fulfillment.
- Maintain a positive, empathetic, and professional attitude toward customers and partners at all times.

**Qualifications:**

- **Experience:** Minimum 2 years of experience in customer support, preferably in an e-commerce setting.
- **Zendesk or Richpanel Proficiency:** Must have experience using Zendesk or a similar customer support platform.
- **Communication Skills:** Excellent written and verbal communication skills in English.
- **Problem-Solving:** Strong problem-solving skills with the ability to handle difficult situations calmly and effectively.
- **Time Management:** Ability to manage multiple tasks and prioritize work effectively in a fast-paced environment.
- **Tech-Savvy:** Comfortable using various online tools and platforms, including Slack, to assist with customer support and logistics.
- **Customer-Focused:** A passion for delivering outstanding customer service and creating a positive experience for customers.

**Bonus Qualifications:**

- Experience working with a fast-paced e-commerce brand.
- Knowledge of natural or wellness products.
- Previous remote work experience.
- Experience working with 3PL providers and managing logistics.

**What We Offer:**

- Competitive hourly rate.
- Flexible work hours.
- Opportunity to work with a dynamic and growing company.
- A supportive team environment with opportunities for growth.

**How to Apply:**
If you’re passionate about customer service and excited to work with a fun and innovative brand like Spicy Cubes, we’d love to hear from you! Please submit your resume and a brief cover letter outlining your relevant experience and why you’re a great fit for this role.