Account & Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Promptly and professionally address customer inquiries across various channels including email, live chat, Amazon, social media (comments, DMs), and other platforms for all brands.

• Accurately resolve issues related to orders, products, shipping, and account inquiries with empathy.

• Monitor and respond to reviews (such as Amazon and Yotpo) to safeguard and enhance the brand's reputation.

• Oversee and engage with social media comments, messages, and interactions, ensuring all responses are timely, professional, and consistent with brand voice and customer experience standards.

• Process orders, returns, exchanges, refunds, and account updates efficiently.

• Keep precise and detailed records in CRM and support systems.

• Identify root causes of recurring issues and suggest improvements.

• Achieve high customer satisfaction (CSAT) and contribute to increased customer retention and repeat purchases.

• Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively detect and resolve issues before they affect customers.

• Review and correct address errors, flagged shipments, and delivery exceptions.

• Detect and escalate potential fraudulent orders based on risk indicators and purchasing patterns.

• Track and communicate back orders or fulfillment delays, ensuring timely updates for customers and effective expectation management.

• Respond to incoming B2B inquiries (new leads, product questions, capabilities).

• Qualify opportunities and effectively route them to the appropriate sales leadership.

• Provide communication support for active accounts as necessary.

• Engage proactively with high-value direct-to-consumer (DTC) customers and key accounts.

• Assist with follow-ups, upsell opportunities, and customer retention initiatives.

• Utilize tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows.

• Maintain organized systems with full visibility into tickets and communications.

• Collaborate with leadership to develop and refine standard operating procedures (SOPs) and workflows.

• Actively incorporate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows.

• Create and enhance prompts, templates, and workflows.

• Identify and implement automation opportunities to boost efficiency.

• Contribute to the development of smarter systems and scalable processes.

⛳️ Requirements

• 3–6 years of experience in customer experience, account support, inside sales, or similar roles.

• Preferred experience in direct-to-consumer (DTC) e-commerce and/or B2B environments.

• Interest in beauty and personal care, with a readiness to enhance product knowledge.

• Exceptional written and verbal communication skills.

• Strong problem-solving skills with keen attention to detail.

• Highly organized, capable of managing multiple priorities effectively.

• Strong ownership mindset—demonstrates follow-through and achieves results.

• Ability to work independently and take the initiative.

• Comfortable in fast-paced, dynamic environments.

• Must actively utilize AI tools in daily tasks.

• Preferred: capability to build prompts, templates, and improve workflows.

• Experience with or ability to quickly learn Google Workspace, HubSpot, Zendesk (or similar), Shopify, Amazon Seller Central, Slack, and Asana.

🏝️ Benefits

• Opportunities for professional development.

• Options for remote work.