Ecommerce Customer Experience Specialist (D2C)

TalentHackers; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

TalentHackers is seeking a Customer Service Specialist (D2C Ecommerce) to support the day-to-day ecommerce experience and keep customers happy. You will handle inquiries, troubleshoot issues, manage returns and billing, and help create SOPs and FAQs to speed up resolution.

You will monitor inboxes, maintain an <1 hour SLA, gather product knowledge, and escalate feedback for brand management. Strong communication and EST availability are required for this role.

Qualifications

• 3+ years experience in a D2C ecommerce customer service role.
• 1+ years experience with Zendesk or similar helpdesk tool.
• Hands on experience working with subscription-based business.
• Exceptional verbal and written communication skills.
• Background with the consumables vertical (or similar).
• Basic - intermediate skills with Google Sheets/ Excel for basic reporting.
• Familiarity with Slack and Zoom for internal team coordination / communication.
• Ability to work EST.

Responsibilities

• Monitor inbox to assist customers, answer questions, and escalatissues when needed.
• Troubleshoot issues with account support.
• Handle customer inquiries with a <1 hour SLA time.
• Gather product knowledge to properly educate customers.
• Proactively look for negative reviews and escalatissues to brand management.
• Process returns and billing or delivery issues.
• Proactively solicit and collect reviews from customers to enhance brand awareness.
• Build out role-related SOPs and FAQs for faster and more accurate responses.
• Assist with other tactical ecommerce-related tasks as needed.

Skills

Exceptional verbal and written comms

D2C ecommerce customer service

Experience with EST hours

Consumables vertical experience

Problem solving

Reporting with Sheets/Excel

Tools

Zendesk

Google Sheets/Excel

Slack

Zoom

ShipStation

Monday.com

Job description

TalentHackers is seeking a Customer Service Specialist (D2C Ecommerce) to support the day-to-day ecommerce experience and keep customers happy. You will handle inquiries, troubleshoot issues, manage returns and billing, and help create SOPs and FAQs to speed up resolution.

You will monitor inboxes, maintain an <1 hour SLA, gather product knowledge, and escalate feedback for brand management. Strong communication and EST availability are required for this role.