Remote Craft Customer Support Specialist

Local Crafts Group; North Smithfield (RI); Remote; USD 26,000 - 28,000; Full time

Benefits offered by this job

Remote work

Full-time schedule

Employee discounts at Local Crafts

401(k) with employer match

Healthcare options after 30 days

Paid time off

Job summary

Local Crafts is seeking a Customer Service Specialist for a fully remote, full-time role. You will support multiple brands, helping customers place orders, navigate our sites, and resolve shipping and payment issues with care and creativity.

You will respond by phone, email, and live chat, using Zendesk and NetSuite to manage orders and provide accurate guidance. A strong writing style and product knowledge in yarn and crafts are essential.

Qualifications

• 2+ years of customer service for an online retailer.
• Experience resolving orders, shipping, and returns with minimal oversight.
• Familiarity with knitting, crochet, or quilting tools is a plus.
• Proficient with Zendesk or similar CS platforms and order management systems.
• Strong written communication with clear, accurate writing.

Responsibilities

• Handle customer inquiries via phone, email, and live chat.
• Assist customers with placing orders and navigating websites.
• Resolve shipping, payment, and return issues; offer replacements or credits.
• Provide product knowledge on yarn, fabric, and crafting supplies.
• Escalate complex issues when needed and collaborate with other teams.
• Maintain brand voice in all written responses.

Skills

Customer service

Problem-solving

Teamwork

Tools

Zendesk

NetSuite

Shopify

Job description

Local Crafts is seeking a Customer Service Specialist for a fully remote, full-time role. You will support multiple brands, helping customers place orders, navigate our sites, and resolve shipping and payment issues with care and creativity.

You will respond by phone, email, and live chat, using Zendesk and NetSuite to manage orders and provide accurate guidance. A strong writing style and product knowledge in yarn and crafts are essential.