Customer Service Associate

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

📋 Description

• Manage priority tickets, which include order cancellations, subscription cancellations, and changes to addresses.

• Interact with customers respectfully, kindly, and clearly, demonstrating genuine care.

• Conduct follow-ups with customers as necessary.

• Monitor and document product quality, fulfillment, and shipping issues.

• Implement refund, shipping, and subscription policies effectively.

• Stay informed about product offerings, ingredients, discounts, and sourcing.

• Utilize daily systems such as Klaviyo, Gorgias, Skio, Post Script, Slack, Google, and Notion.

• Redirect tickets to the relevant departments and work collaboratively across functions.

• Recognize and assist in addressing spam and phishing attempts.

• Propose enhancements to the customer experience, including website language and customer pathways.

• Issue replacements or discounts and process refunds with management approval.

• De-escalate situations involving emotionally charged customers.

• Support other departments as required.

• Relay pertinent information, ideas, and trends to management.

• Keep the calendar current.

• Strive to ensure customer satisfaction.

⛳️ Requirements

• Strong time management abilities.

• Proficient in concise, clear, and kind communication.

• Excellent grammar and punctuation skills.

• Keen attention to detail.

• Ability to recognize patterns.

• Investigative skills, including the ability to identify mistakes and draw connections.

• Basic knowledge of Google Sheets, including the ability to create tracking systems.

• Strong problem-solving capabilities.

• Ability to thrive under pressure while handling a high volume of tickets.

• Team-oriented mindset within the department and with other departments.

• Willingness to learn and develop professionally.

• Capability to remain seated and work on a computer for extended durations.

• Proficiency in using a computer, keyboard, mouse, and telephone for prolonged periods.

• Effective communication through Slack, video conferencing, Gorgias, Gmail, and other written channels.

• A dedicated, safe, and distraction-free home workspace with reliable internet access.

• Must be authorized to work in the U.S.

• Strong memory, follow-up skills, and ability to manage multiple priorities.

• An interest in product quality, traditional foods, wellness, and customer care is a plus.

• A bachelor's degree is preferred.

• Preference for candidates located in East Coast hours (EST).

🏝️ Benefits

• Medical, Dental, Vision, and Life Insurance.

• A health and wellness-oriented culture.

• Unlimited snacks, including all the chips you can eat!