Ecommerce Customer Service Specialist

Job Summary

We’re seeking a proactive and experienced Customer Experience Specialist to join our fast-paced D2C ecommerce team. In this role, you’ll serve as the first point of contact for customers—delivering fast, friendly, and effective support across channels. You’ll manage inquiries, troubleshoot issues, process returns, and work closely with internal teams to ensure an exceptional brand experience.

Core Tasks

• Monitor inbox to assist customers, answer questions, and escalate issues when needed
• Troubleshoot issues with account support
• Handle customer inquiries with a <1 hour SLA time
• Gather product knowledge to properly educate customers
• Proactively look for negative reviews and escalate to brand management
• Process returns and billing or delivery issues
• Proactively solicit and collect reviews from customers to enhance brand awareness
• Build out role-related SOPs and FAQs for faster and more accurate responses
• Assist with other tactical ecommerce -related tasks as needed

Must Haves

• 3+ years experience in a D2C ecommerce customer service role
• Hands on experience working with Shopify brands
• Exceptional verbal and written communication skills
• Background with the consumables vertical (or similar)
• Basic – intermediate skills with Google Sheets/ Excel for basic reporting
• 1+ years experience with professional helpdesk tool like Gorgias (or similar)
• Familiarity with slack and Zoom for internal team coordination / communication
• Ability to work EMT

Nice to Have

• 1+ years experience with Monday (or similar PM tool)