Provide empathetic, timely support to customers, resolve inquiries and issues, document interactions, and escalate complex problems to appropriate teams.
About the Role
The Part-Time Customer Support Specialist provides dedicated, empathetic support to our customers. This role requires a patient, passionate and self-directed individual who will engage with customers by answering inquiries via email and chat. This involves processing returns, correcting order errors, coordinating with operational partners to resolve shipping concerns and escalating issues to cross-functional team members as needed. In this role, you will be the voice and face of FullWell and will play a critical role in ensuring all customers have a positive experience.
Primary Responsibilities
- Engage directly with customers who contact us for a variety of topics ranging from product and brand questions, website navigation questions, subscription issues, and fulfillment issues.
- Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure timely resolution.
- Work with fulfillment and parcel partners to resolve shipping and tracking issues.
- Consistently adhere to customer service official SOPs, and exhibit sound judgement in scenarios where there isn’t an SOP that applies.
- Advocate for customers and provide insight and feedback on consumer engagement & experience.
- Maintain consistent collaboration and communication with the Operations and Marketing team to ensure customer needs are met in a timely manner.
- Operate with understanding, patience, empathy, and kindness to customers and team members.
- Identify opportunities to improve canned responses.
- Collaborate with the team on launches, sales, and special projects.
Qualifications
- 2+ years in a customer-facing support role, subscription e-commerce experience a plus
- Exceptional written and verbal communication skills – clear, empathetic and effective
- Strong problem-solving skills and the ability to navigate ambiguous customer situations
- Experience with customer support and e-commerce platforms
- Strong time management and organization skills, with the ability to multi-task while making sure no detail is overlooked.
- Proactive, customer first mindset
- Ability to adapt to change with business needs
Schedule
- 20 hours per week. Monday to Wednesdays, 8 hours Monday-Tuesday, 4 hours Wednesday. Schedule to be agreed upon by the VP of Ecommerce and Operations.
- Attend weekly operations meetings and other ad hoc meetings as necessary
- 100% remote
- Travel 1-2x annual for team gatherings/events
Benefits
- Paid time off
- Flexible work hours to accommodate working families
- Monthly wellness stipend
- 401(k) retirement plan
- Paid family leave
Expected pay range: $20-$25 per hour
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