Senior Customer Experience Specialist

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Location: Remote Hours: 20-25 hours per week Reports To: E-Commerce Manager The Opportunity We're a DTC e-commerce brand in the home goods industry looking for an experienced customer service professional to manage all customer-facing interactions for our growing brand. The ideal candidate will bring a passion for customer satisfaction to every interaction. What You'll Do Serve as the voice of our brand across all customer touch points Manage and respond to customer inquiries via Gorgias ticketing system Handle communications through email, social media, and phone Process order changes, returns, refunds, and shipping inquiries Monitor and respond to customer reviews on various platforms Analyze customer feedback to identify improvement opportunities Develop solutions that enhance the overall customer experience Build relationships with customers and represent our brand values Provide insights on customer satisfaction metrics and trends What You'll Need 5+ years of customer service experience in e-commerce Strong problem-solving and critical thinking abilities Excellent written and verbal communication skills Experience with customer service software (Gorgias and Shopify required) Ability to manage multiple priorities effectively Detail-oriented with a customer-first mindset EST time zone preferred What We Offer Competitive compensation commensurate with experience Flexible remote working arrangements Collaborative team environment Opportunity to shape our customer experience strategy Join Our Team We believe exceptional customer service is at the heart of our brand. If you're passionate about creating outstanding customer experiences and are looking for a role where you can make a meaningful impact, we'd love to hear from you!

Keyword: E-commerce Development

Price: $30.0

Online Chat Support Customer Service Customer Support Phone Support Ticketing System Email Support Product Knowledge