Customer Service Specialist - Remote

At Local Crafts, we believe in saying “YES” to our customers whenever we can. Great customer service means being friendly, knowledgeable, and accurate - setting the right expectations while creating a welcoming, supportive experience for our diverse community of makers.
At Local Crafts, we’re dedicated to helping our customers love what they make. If you’re passionate about problem-solving, teamwork, and the craft community, we’d love to hear from you!

We're not just about providing support, we're focused on creating a great Experience. As a CX Specialist, you’ll be the voice of our company across phone, email, and other digital communication. You’ll help customers place orders, navigate our websites, answer questions about yarn, fabric, and crafting products, resolve shipping and payment issues, and ensure every interaction reflects our values of care and creativity.

Our Customer Service team supports multiple brands under the Local Crafts umbrella, and you will play a key role in shaping a consistent, positive experience for them all.

• Support customers across multiple brands by phone, email, web forms, and live chat.
• Provide knowledgeable, accurate, timely, and friendly responses.
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns.
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
• Write clear, thoughtful responses that reflect our brand voice, knowing that emails and chats may be shared publicly.
• Collaborate with teammates and other departments to ensure smooth resolution of customer issues.
• Take on special projects or additional tasks as needed.

• Month 1: Learn our product lineup across 7+ brands, practice order entry, shadow senior team members on phones, and start responding to routine emails.
• Month 2: Independently answer calls and resolve common issues such as shipping questions, order placement, returns, and promotions.
• Month 3:
  Confidently handle complex tickets, know when to apply exceptions, and craft thoughtful, personalized responses requiring research or collaboration

Local Crafts is the parent of a variety of well-known brands, including Connecting Threads, Knit Picks, , Superior Threads, Berroco, Jimmy Beans Wool, Madeline Tosh, and DellaQ,. Our hands-on approach helps us provide fabrics, threads, yarns, and tools that meet our customers' preferences while maintaining exceptional quality. Available through dedicated consumer websites, Amazon, wholesale distributors, local retail partners, and consumer shows, our products are loved by craft enthusiasts at every level.

We help our customers love what they make!

As an equal opportunity employer,
Local Crafts is committed to creating and maintaining a supportive and inclusive work environment. We empower each team member to reach their full potential and foster an atmosphere that inspires creativity among our customers.

• Be part of a supportive, creative, and customer-obsessed team.
• Work remotely with a regular full-time schedule.
• Gain exposure to multiple well-loved craft brands and a wide variety of customer needs.
• Grow your skills in both customer service and the craft industry.

• 2+ years of recent customer service for an online retailer (chat, email, and phone), within the last five years.
• Familiarity with knitting, crochet, or quilting tools and techniques.
• Strong computer and web navigation skills; quick learner of new systems.
• Proficiency with Microsoft Office.
• Clear, accurate writing with strong spelling, grammar, and attention to detail.
• Collaborative, adaptable, and comfortable multitasking in a fast-paced…