Direct-to-Retail Support Associate

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

📋 Description

• Oversee inbound (Direct-to-Retail) D2R support inquiries from licensed retail partners through our CRM system.

• Act as the main point of contact for retailer questions regarding orders, products, fulfillment, and account assistance for Willie’s Remedy+.

• Collaborate with internal teams (sales, operations, fulfillment) to address retailer concerns.

• Handle all D2R operational challenges within Shopify and Stord, including damages, missing items, fulfillment discrepancies, and replacement requests, ensuring prompt resolution and thorough documentation.

• Assist in developing FAQs, standardized responses, and standard operating procedures for the D2R function.

• Support the CX Manager with reporting and process enhancements as the channel expands.

⛳️ Requirements

• Must be at least 21 years old at the time of application.

• Available to work between 15-25 hours per week, scheduled Monday through Friday.

• A minimum of 2 years of customer service experience in a digital or remote support setting (CRM, ticketing, or e-commerce preferred).

• Previous experience working remotely or from home is preferred.

• Exceptional verbal and written communication skills.

• Familiarity with Shopify and/or a CRM platform (such as Richpanel or Zendesk and Shopify).

• Proficient in using technology, systems, and software.

• Ability to maintain focus and efficiency during multi-hour shifts.

• Highly organized with a strong capacity to multitask.

• Eager to work in a dynamic, rapidly growing company.

• Must be authorized to work in the US; visa sponsorship is not available for this position.

🏝️ Benefits

• Paid sick leave in accordance with state and local regulations.

• 401(k) plan with up to a 4% company match, along with free financial coaching, student loan match support, and 529 education savings accounts.

• Discounts and perks on products and soft goods.

• And much more!