Remote Customer Experience Specialist - Craft & Yarn Expert

Remote Jobs; Vancouver (WA); Remote; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) with employer match

Employee discounts across Local Crafts

Paid time off and holidays

Job summary

Local Crafts is hiring a Customer Service Specialist to be the voice of the brand across phone, email, and digital channels. You will help customers place orders, navigate our sites, and answer questions about yarn, fabric, and crafting products while resolving shipping and payment issues with empathy and accuracy.

You will support multiple brands under Local Crafts, including Knit Picks, Crochet.com, and more, ensuring a consistent, positive experience across all touchpoints.

Qualifications

• 2+ years of direct customer service experience (phone/email preferred).
• Strong computer and web navigation skills; quick learner of new systems.
• Proficiency with Microsoft Office.
• Excellent written communication with strong spelling and grammar; attention to detail.
• Familiarity with knitting, crochet, or quilting products; ability to read patterns is a plus.

Responsibilities

• Support customers across multiple brands via phone, email, web forms, and live chat.
• Provide accurate, timely, and friendly responses in a call-center environment.
• Answer questions about knitting, crochet, and quilt patterns.
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
• Write clear, thoughtful email responses reflecting our brand voice.
• Collaborate with teammates and other departments to resolve customer issues.
• Take on special projects or additional tasks as needed.

Skills

Customer service

Communication

Microsoft Office

Web navigation

Pattern knowledge (knitting/crochet)

Tools

Zendesk

NetSuite

Shopify

Order management systems

Job description

Local Crafts is hiring a Customer Service Specialist to be the voice of the brand across phone, email, and digital channels. You will help customers place orders, navigate our sites, and answer questions about yarn, fabric, and crafting products while resolving shipping and payment issues with empathy and accuracy.

You will support multiple brands under Local Crafts, including Knit Picks, Crochet.com, and more, ensuring a consistent, positive experience across all touchpoints.