D2C Ecommerce Support Specialist — Customer Happiness

Remote Jobs; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Monday PM tool

ShipStation

Job summary

Remote Jobs is seeking a Customer Service Specialist (D2C Ecommerce) to support the day-to-day ecommerce experience. You will handle customer inquiries, troubleshoot issues, and manage returns and billing concerns while creating SOPs and FAQs for faster responses.

The role requires 3+ years in D2C ecommerce customer service, Zendesk experience, and strong communication skills. EST hours and a remote work setup are expected.

Qualifications

• 3+ years in a D2C ecommerce customer service role.
• 1+ year experience with Zendesk or similar helpdesk tool.
• Hands-on with subscription-based business models.
• Strong verbal and written communication skills.
• Experience in consumables vertical or similar industry.
• Basic to intermediate Excel for reporting.
• Familiar with Slack and Zoom for internal coordination.
• Able to work in EST hours.

Responsibilities

• Monitor inbox to assist customers, answer questions, and escalations.
• Troubleshoot issues with account support.
• Handle customer inquiries with a <1 hour SLA.
• Gather product knowledge to educate customers.
• Elevate negative reviews to brand management.
• Process returns and billing or delivery issues.
• Solicit and collect reviews to boost brand awareness.
• Build SOPs and FAQs for faster responses.
• Assist with other ecommerce-related tasks.

Skills

Customer service

Zendesk

Subscription business

Verbal communication

Written communication

Consumables industry

Excel basics

Slack

Zoom

EST hours

Tools

Zendesk

ShipStation

Job description

Remote Jobs is seeking a Customer Service Specialist (D2C Ecommerce) to support the day-to-day ecommerce experience. You will handle customer inquiries, troubleshoot issues, and manage returns and billing concerns while creating SOPs and FAQs for faster responses.

The role requires 3+ years in D2C ecommerce customer service, Zendesk experience, and strong communication skills. EST hours and a remote work setup are expected.