Customer Happiness

We are looking for a Customer Happiness Specialist
—not just a support agent. You are the front line of our business. You don't just "close tickets"; you turn frustrated customers into brand advocates. You will handle inquiries across email, live chat, and social media, ensuring every interaction leaves the customer feeling heard, valued, and happy.

If you love solving puzzles, have a knack for turning a negative into a positive, and can type fast without sounding like a robot, we want to hear from you.

• Omnichannel Support: Manage incoming inquiries via [Email, Live Chat, SMS, Instagram DMs] with speed, empathy, and precision.
• Order Management: Assist customers with the "Where is my Order?" (WISMO) questions, edits to shipping addresses, returns, exchanges, and warranty claims using our backend systems (e.g., Shopify, Magento).
• Problem Solving: Troubleshoot product issues, shipping delays, or payment failures. You will own the problem from start to finish.
• The Feedback Loop: Act as the voice of the customer. Tag and track recurring issues to help our Product and Operations teams improve our offering (e.g., "Everyone is saying the Medium size runs small").
• Pre-Sales Advice: Assist potential customers with product questions, sizing guides, and recommendations to help drive conversion.
• Knowledge Base: Help update our FAQs and help center articles as policies or products change.

• Empathetic Communicator: You have exceptional written English skills. You know how to adapt your tone (playful, professional, apologetic) depending on the situation.
• E-commerce Native: You understand how online shopping works, including tracking numbers, carriers (USPS/UPS/Fed Ex), and returns portals.
• Tech-Savvy: You are comfortable using helpdesk software (e.g.,
  Gorgias, Zendesk, Help Scout, Intercom
  ) and can learn new tools quickly.
• Cool Under Pressure: High volume sales periods (like Black Friday) don't scare you; they energize you.
• Detail-Oriented: You double-check addresses and read the full email chain before replying.
• Self-Starter: If you are remote, you know how to manage your time and stay motivated without someone looking over your shoulder.

• Experience with [Shopify / Big Commerce / Woo Commerce].
• Experience with [helpdesk:
  Gorgias / Zendesk/tidio/email].