Customer Support Specialist - Part-time
November 13
Description
• 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. • Responsibilities: Manage and respond to all inbound messages across multiple platforms; Initiate conversations and gather initial requirements for messages; Use Richpanel.com as the primary customer success platform; Tag all relevant conversations or orders; Organize and add new tags for efficient conversation tracking; Leverage IF/THEN/AND/OR logic in automation workflows; Manage and update the self-service knowledge base; Identify new customer questions; Utilize existing templated responses and create new ones; Compile reports on customer issues; Follow up with customers who leave negative reviews; Handle warranty claims with 3PL; Oversee the returns process; Generate shipping labels and process orders; Leverage popular AI tools like ChatGPT.
Requirements
• 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. • 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. • 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.
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