Customer Success

  • Part-Time
  • Remote
  • Ends on November 6, 2024

Overview

As a Customer Success Specialist, you will be the first point of contact for our customers, providing assistance with inquiries, orders, returns, and product information. The ideal candidate will have extensive experience in customer service, preferably in eCommerce or direct-to-consumer brands, and is well-versed in using Gorgias, our customer service platform.

• Provide timely, empathetic support to customers via email, chat, and phone, ensuring a positive shopping experience.
• Resolve customer inquiries related to orders, shipments, product details, and returns.
• Utilize Gorgias to manage customer tickets and ensure efficient communication and resolution.
• Collaborate with internal teams (logistics, product, marketing) to troubleshoot and resolve customer issues.
• Identify trends in customer feedback and communicate with management to suggest improvements to processes and product offerings.
• Maintain accurate records of customer interactions and actions taken in Gorgias.
• Monitor and track key customer service metrics, such as response times and customer satisfaction scores.
• Support the team with miscellaneous tasks as needed, including order processing or updating customer accounts.

Tagged as: customer service, customer success, ecommerce, gorgias

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About

We are a fast-growing lighting and furniture direct-to-consumer company dedicated to delivering high-quality products and exceptional customer experiences. Our team is passionate about design, innovation, and offering a seamless online shopping experience. We are looking for a skilled Customer Success Specialist to join our team and help us continue to elevate our customer support.

Qualifications

• 5+ years of customer service experience, preferably in an eCommerce or direct-to-consumer environment. • Fluent in English, with excellent written and verbal communication skills. • Proficiency in using Gorgias or similar customer service platforms. • Ability to multitask and handle high volumes of customer inquiries in a fast-paced environment. • Strong problem-solving skills and a customer-first mindset. • Highly organized and detail-oriented, with the ability to follow through on multiple tasks. • Comfortable working independently in a remote setting, while staying aligned with company goals and team members.

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