Experienced Customer Support Specialist – Part-time Remote Opportunity

• *Location:** Remote (US Time Zone)

• *Work Schedule:** 20 hours per week (Part-time with potential to transition to Full-time)

• *About careerzynith**

careerzynith is a dynamic and innovative company that is revolutionizing the way businesses interact with their customers. We are a team of passionate individuals who are dedicated to providing exceptional customer support and experiences. As a Customer Support Specialist at careerzynith, you will play a critical role in helping us achieve our mission of delivering outstanding customer satisfaction.

• *Job Summary**

We are seeking an experienced Customer Support Specialist to join our team on a part-time basis. As a Customer Support Specialist, you will be responsible for managing and responding to inbound messages across multiple platforms, including email, website form/chat, Instagram, Facebook, and SMS/text. You will also be responsible for handling social media ad comments, initiating conversations, and gathering initial requirements for messages related to business/wholesale leads and influencer DMs. Additionally, you will be using Richpanel.com as the primary customer success platform to handle communications effectively.

• *Responsibilities**

As a Customer Support Specialist at careerzynith, your key responsibilities will include:

• Managing and responding to all inbound messages across multiple platforms, including:
+ Email+ Website Form/Chat+ Instagram+ Facebook+ SMS/Text
• Social media ad comments on Facebook/Instagram (reply, hide, or delete as needed)
• Initiating conversations and gathering initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to founders
• Using Richpanel.com as the primary customer success platform to handle communications effectively
• Tagging all relevant conversations or orders and using automations to optimize tagging processes
• Organizing and adding new tags for efficient conversation tracking
• Leveraging IF/THEN/AND/OR logic in automation workflows and proposing improvements as needed
• Using Richpanel AI for faster responses while ensuring accuracy and modifying AI responses where necessary
• Managing and updating the self-service knowledge base, ensuring customers can access FAQs, view/manage orders, and initiate support tickets
• Identifying new customer questions and topics, adding them into support processes (response, tagging, knowledge base, etc.)
• Utilizing existing templated responses (macros) and creating new ones for faster replies and consistent messaging
• Compiling reports on customer issues and outreach topics to gain insights into customer needs and identify trends
• Following up with customers who leave negative reviews to assist them with their concerns
• Using Judge.me to request review updates from customers once their issue has been resolved
• Handling warranty claims with 3PL (Flexport) for issues like lost or damaged packages, collecting necessary information, filing, tracking, and responding to claims until resolved
• Overseeing the returns process, including creating returns for eligible customers in Shopify, tracking follow-ups, and issuing refunds as needed
• Generating shipping labels and processing orders via Shopify
• Assisting with operations within Shopify and 3PL software (Flexport)
• Leveraging popular AI tools like ChatGPT for increased productivity and innovative ideas for customer support

• *Requirements**

To be successful as a Customer Support Specialist at careerzynith, you will need to have:

• Proven experience in direct-to-consumer eCommerce environments
• Background in customer support, sales, account management, or similar customer-facing roles
• 3-5+ years in a relevant position, ideally within a customer support or account management capacity

• *Soft Skills**

As a Customer Support Specialist at careerzynith, you will need to possess:

• The ability to quickly grasp new systems, processes, and product knowledge
• Takes initiative in troubleshooting and identifying opportunities for improvement in assigned business areas
• Approaches challenges with multiple potential solutions and demonstrates creative, independent thinking
• Flexible in a fast-paced, evolving environment and responsive to changing needs
• Skilled in time management, keeping tasks and priorities structured
• Clearly and actively communicates with team members and clients alike

• *Technical Skills**

As a Customer Support Specialist at careerzynith, you will need to be proficient in:

• Managing operations and troubleshooting within Shopify
• Skilled in Google Sheets, Docs, Slides, Gmail, and Google Calendar
• Experienced with Richpanel, Gorgias, or a similar customer support platform
• Proficient in Slack, Coda, Notion, Asana, or similar project management tools
• Familiarity with ChatGPT, Google Gemini, or other popular AI productivity tools

• *Career Growth Opportunities and Learning Benefits**

As a Customer Support Specialist at careerzynith, you will have the opportunity to:

• Develop your skills and knowledge in customer support, sales, and account management
• Work with a dynamic and innovative team that is passionate about delivering exceptional customer experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Collaborate with cross-functional teams to identify and implement process improvements
• Contribute to the growth and success of careerzynith through your work and ideas

• *Work Environment and Company Culture**

careerzynith is a remote-friendly company that values flexibility, autonomy, and work-life balance. We offer a dynamic and supportive work environment that encourages collaboration, innovation, and continuous learning. Our company culture is built on the principles of empathy, transparency, and open communication.

• *Compensation, Perks, and Benefits**

careerzynith offers a competitive compensation package that includes:

• A competitive hourly rate
• Opportunities for career growth and advancement
• Ongoing training and development programs
• Flexible work arrangements and remote work options
• Access to cutting-edge technology and tools
• A dynamic and supportive work environment

• *How to Apply**

If you are a motivated and experienced customer support professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

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