Customer Support Specialist (Part Time)

FullWell; United States; À distance; USD 28 000 - 34 000; Temps partiel

Avantages offerts par ce poste

Paid time off

Flexible work hours

Monthly wellness stipend

Paid family leave

Résumé du poste

FullWell is seeking a Part-Time Customer Support Specialist to provide empathetic, proactive support via email and chat. You will process returns, fix order errors, and coordinate with partners to resolve shipping concerns while escalating issues to cross-functional teams as needed.

This is a 20-hour-per-week, remote position designed for flexibility to accommodate working families. You will be the voice of FullWell, ensuring all customers have a positive experience and timely resolutions.

Qualifications

• 2+ years in a customer-facing support role, subscription e-commerce experience a plus
• Exceptional written and verbal communication skills
• Strong problem-solving skills and the ability to navigate ambiguous customer situations
• Experience with customer support and e-commerce platforms
• Strong time management and organization skills, with the ability to multi-task while making sure no detail is overlooked.

Responsabilités

• Engage directly with customers who contact us for product, brand, website navigation, subscription, and fulfillment questions.
• Research and problem-solve to determine appropriate solutions for customers and set follow-ups for timely resolution.
• Collaborate with fulfillment and parcel partners to resolve shipping and tracking issues.
• Adhere to SOPs and exercise sound judgment when no SOP applies.
• Advocate for customers and provide feedback on consumer engagement and experience.
• Coordinate with Operations and Marketing to meet customer needs promptly.
• Interact with customers and team members with patience, empathy, and kindness.
• Suggest improvements to canned responses and participate in launches and special projects.

Connaissances

Customer support

Written communication

Verbal communication

Problem solving

Time management

Organization

Multi-tasking

Adaptability

Description du poste

FullWell is a reproductive wellness company founded by Ayla Barmmer, MS, RD, LDN, a registered dietitian with advanced training in integrative and functional medicine, and 20+ years in clinical practice specializing in fertility nutrition. Committed to setting new standards for supplement quality and safety, FullWell is the only RD-founded and formulated brand built to positively impact generational health and longevity, creating clinically backed, evidence-based products that support reproductive health and fertility for both men and women. From everyday health and preconception support, to comprehensive nourishment for pregnancy, postpartum, perimenopause and beyond, FullWell empowers women and their partners at every stage of their reproductive journey.

FullWell is currently a dynamic, diverse, all-women team who deeply cares about our customers, because we are just like them. We have growing families and believe that supplements should offer transparency and ultimate nutrition. We have a culture of flexibility, because life happens. We're committed to growing each day, personally and professionally.

About the Role

The Part-Time Customer Support Specialist provides dedicated, empathetic support to our customers. This role requires a patient, passionate and self-directed individual who will engage with customers by answering inquiries via email and chat. This involves processing returns, correcting order errors, coordinating with operational partners to resolve shipping concerns and escalating issues to cross-functional team members as needed. In this role, you will be the voice and face of FullWell and will play a critical role in ensuring all customers have a positive experience.

We expect this to be a part-time position for the foreseeable future, so we are looking for candidates that are specifically interested in part-time opportunities.

Primary Responsibilities

• Engage directly with customers who contact us for a variety of topics ranging from product and brand questions, website navigation questions, subscription issues, and fulfillment issues.
• Research and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure timely resolution.
• Work with fulfillment and parcel partners to resolve shipping and tracking issues.
• Consistently adhere to customer service official SOPs, and exhibit sound judgementin scenarios where there isn’t an SOP that applies.
• Advocate for customers and provide insight and feedback on consumer engagement & experience.
• Maintain consistent collaboration and communication with the Operations and Marketing team to ensure customer needs are met in a timely manner.
• Operate with understanding, patience, empathy, and kindness to customers and team members.
• Identify opportunities to improve canned responses.
• Collaborate with the team on launches, sales, and special projects.

Qualifications

• 2+ years in a customer-facing support role, subscription e-commerce experience a plus
• Exceptional written and verbal communication skills – clear, empathetic and effective
• Strong problem-solving skills and the ability to navigate ambiguous customer situations
• Experience with customer support and e-commerce platforms
• Strong time management and organization skills, with the ability to multi-task while making sure no detail is overlooked.
• Proactive, customer first mindset
• Ability to adapt to change with business needs

Schedule

• 20 hours per week. Monday to Wednesdays, 8 hours Monday-Tuesday, 4 hours Wednesday. Schedule to be agreed upon by the VP of Ecommerce and Operations.
• Attend weekly team meeting and other ad hoc meetings as necessary
• 100% remote
• Travel 1-2x annual for team gatherings/events
• Paid time off
• Flexible work hours to accommodate working families
• Monthly wellness stipend
• Paid family leave

Expected pay range

$20-$25 per hour

FullWell is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, physical or mental disability, genetic information, veteran status, uniformed service member status, age or any other class protected by applicable law.