eCommerce Customer Support & Sales Specialist

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

📋 Description

• Promptly, professionally, and empathetically respond to customer inquiries through email, chat, and support tickets.

• Efficiently manage a high volume of support requests with accuracy and meticulous attention to detail.

• Analyze customer issues, diagnose concerns, and provide effective solutions or escalate as necessary.

• Maintain comprehensive documentation of all customer interactions within the support system.

• Build robust relationships with customers by offering personalized support that aligns with the brand.

• Identify opportunities to upsell or cross-sell products during customer interactions.

• Re-engage previous customers to encourage repeat purchases (e.g., follow-ups after delivery).

• Follow up with leads and prospects to enhance conversion rates.

• Support and gradually assume ownership of B2B outreach initiatives (e.g., targeting schools, organizations, bulk orders).

• Deliver confident and structured sales communication when presenting products or offers.

• Maintain accurate records in CRM and support tools (e.g., ticketing systems, Klaviyo, Postscript).

• Track customer interactions, sales activities, and follow-ups diligently.

• Ensure compliance with internal processes and workflows.

• Identify trends in customer inquiries and provide insights for process improvements.

⛳️ Requirements

• A minimum of 2 years of experience in customer service with a strong focus on sales or revenue generation.

• Experience in eCommerce settings is highly preferred.

• Proven track record of balancing high-volume support with sales goals.

• Excellent communication skills (both written and verbal) with the ability to be empathetic yet persuasive.

• Demonstrated capability to convert leads, upsell, or stimulate repeat business.

• Comfortable using CRM systems and support tools (experience with Klaviyo, Postscript, or similar is advantageous).

• Strong critical thinking and problem-solving abilities.

• Highly organized, detail-oriented, and proficient in multitasking within a fast-paced environment.

• Comfortable working independently in a remote work setting.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and the option to work remotely.

• Opportunities for professional development and growth within the company.

• Comprehensive health and wellness benefits.

• A supportive and inclusive work culture.