Customer Service Support; Non-Voice Plant Workshop

Requirements

Minimum of 2 years CSR experience and 1 year Hub Spot experience. Software/platforms required:
Shopify, Hub Spot, Fare Harbor, G‑suite, Slack. Shopify proficiency: experience navigating Shopify to look up orders, check fulfillment status, and process basic retail adjustments. CRM & booking tools: previous use of Hub Spot for ticket management and Fare Harbor (or similar platforms like Peek/Xola) for scheduling and ticketing. Google Workspace (G‑suite): experience using Google tools in a professional setting for internal documentation and data tracking.

Remote collaboration: experience working in a remote team using Slack for real‑time internal communication and escalations.

Job Title:

Customer Service Agent (Email). Role summary: manage digital customer inquiries for Bonsai Bar primarily via email. Act as bridge between online customers and the physical retail team, ensuring logistical issues are resolved or escalated correctly via Slack.

• Order support: check orders in Shopify and provide real‑time tracking.
• Ticketing & bookings: utilize Fare Harbor to manage ticketing processes and customer reservations.
• Technical guidance: answer plant care and product questions using the website “Care Card” and FAQs as a resource.
• Resolution management: process appointment cancellations and issue discount codes for re‑bookings or retail items.
• Team coordination: identify damaged or wrong orders and coordinate replacements with the retail team.
• Internal escalation: use Slack to clarify specific scenarios regarding retail items and merch cancellations.

LTVplus – Your global remote team. We deliver WOW‑worthy customer experiences for brands worldwide. We’re a remote‑first company with a team spread across the globe, embracing flexibility and diversity. We work with various clients, bringing personalized support to enhance their customer experiences.

• Handle customer inquiries across email, chat, and social media.
• Be the voice of the brand, providing personalized and top‑notch support.
• Collaborate with our awesome team to boost customer satisfaction and share insights.
• Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
• Adapt to different client needs – because every day is a new adventure.

• A reliable computer (preferably younger than 3 years) and a stable high‑speed internet connection.
• Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome.
• A quiet, cozy workspace to handle calls and chats like a pro.

🚀 Your First 30‑60‑90 Days at LTVplus:
What to Expect