Customer Support Specialist

Shipfusion; York (York County); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health and Dental Coverage

15 days paid vacation and 5 wellness days

Brand-new MacBook and workspace budget

Employee discount program

Wellness app coverage

Job summary

Shipfusion in York County is looking for a motivated Support Associate to enhance our Customer Success team. You will handle client support through chats, tickets, and emails, ensuring operational excellence.

The ideal candidate will have over 2 years of experience in customer service or logistics, strong communication skills, and the ability to thrive in a fast-paced environment. Additionally, Shipfusion offers a competitive compensation range of $55,000 - $65,000 and great benefits, including a hybrid work model and comprehensive health coverage.

Qualifications

• 2+ years experience in a customer service, warehousing or logistics environment.
• Excellent written and oral communication skills.
• Strong organizational skills.

Responsibilities

• Handle incoming chat, support tickets and email interaction with clients.
• Assist with day‑to‑day aspects of support issues and optimization.
• Communicate directly regarding shipments and issues.

Skills

2+ years experience in customer service, warehousing or logistics

Excellent written and oral communication skills

Strong organizational skills

Ability to adapt to changes and learn quickly

Experience with Zendesk Support and HubSpot

Job description

Shipfusion gives brands the best tools possible for building a successful eCommerce operation. We were founded by a team of long‑time eCommerce and logistics professionals who believe retailers should be able to trust their fulfillment partners as much as their in‑house team.

At Shipfusion we pride ourselves on our commitment to entrepreneurship and innovation. We are always looking for individuals who share these values, and who are looking to further their careers in a unique and rapidly growing organization!

The Opportunity

We are looking for a highly motivated Support Associate to join our Customer Success team. Reporting to the Manager, Customer Experience you will be a key part of supporting Shipfusion’s clients.

In this role you will…

• Handle incoming chat, support tickets and email interaction with Shipfusion clients
• Assist with day‑to‑day aspects of support issues and optimization of service
• Facilitate support requests within Shipfusion’s facilities as required
• Manage orders in “Review” in Shipfusion Support Portal
• Execute support tickets from start to finish
• Reshipments, requests for receiving inventory, status of returns and general updates
• Communicate directly with the customer and carriers regarding shipments and shipment issues
• Follow up on internal order status for aged orders
• Work directly with our Client Service, Engineering and Warehouse teams to ensure deliverables are being achieved
• Generate and distribute reporting to the business outlining Client Support issues and metrics
• Ensure the integrity and continued operation of the food safety system (SQF Program) in the event of organizational or personnel changes within the company or associated facilities.

What You’ll Bring to the Team (Required Skills)

• 2+ years experience working in a customer service, warehousing or logistics environment
• Excellent written and oral communication skills
• A self‑starter who is result‑oriented, resourceful, innovative, intellectually curious and who takes initiative and risks.
• Demonstrate strong ability to embrace and adapt to changes and learn quickly in a fast‑paced environment
• Strong organizational skills
• Experience with Zendesk Support and HubSpot a plus but not mandatory

Salary and Compensation

Compensation Range: $55,000 - $65,000 USD

Benefits

Health and Dental Coverage: Comprehensive coverage for you and your loved ones, starting from day one.

Paid Time Off: 15 days of paid vacation and 5 paid wellness days.

Tech and Workspace: Receive a brand‑new MacBook and a budget to personalize your workspace with peripherals of choice.

Company Events: Vibrant social events that bring the team together.

Hybrid Work: Flexibility to work from home.

Employee Discounts: Special savings with our employee discount program.

Wellness App: 100% coverage for the Calm app to support mental and physical wellbeing.

Company Culture: Supportive, inclusive, and dynamic environment.

High Employee Retention: Employees are valued and tend to stay.

Equal Employment Opportunity

As set forth in Shipfusion’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.