Senior Customer Experience Specialist

Porte + Hall; New York (NY); Remote; USD 60,000 - 80,000; Part time

Job summary

A growing brand is seeking an experienced customer service professional to manage all customer interactions. The ideal candidate will focus on customer satisfaction and have a strong background in e-commerce. Responsibilities include handling inquiries, processing orders, and providing insights on customer satisfaction metrics.

Benefits

Competitive compensation

Flexible remote working arrangements

Collaborative team environment

Qualifications

• 5+ years of customer service experience in e-commerce.
• Strong problem-solving and critical thinking abilities.

Responsibilities

• Manage and respond to customer inquiries via Gorgias ticketing system.
• Analyze customer feedback to identify improvement opportunities.

Skills

Problem Solving

Communication

Tools

Gorgias

Shopify

Job description

This range is provided by Porte + Hall. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$30.00/hr - $35.00/hr

• Location: Remote
• Hours: 20-25 hours per week
• Reports To: E-Commerce Manager

Position Details

• Location: Remote
• Hours: 20-25 hours per week
• Reports To: E-Commerce Manager

The Opportunity

We're looking for an experienced customer service professional to manage all customer-facing interactions for our growing brand. The ideal candidate will bring a passion for customer satisfaction to every interaction.

What You'll Do

• Serve as the voice of our brand across all customer touchpoints
• Manage and respond to customer inquiries via Gorgias ticketing system
• Handle communications through email, social media, and phone
• Process order changes, returns, refunds, and shipping inquiries
• Monitor and respond to customer reviews on various platforms
• Analyze customer feedback to identify improvement opportunities
• Develop solutions that enhance the overall customer experience
• Build relationships with customers and represent our brand values
• Provide insights on customer satisfaction metrics and trends

What You'll Need

• 5+ years of customer service experience in e-commerce
• Strong problem-solving and critical thinking abilities
• Excellent written and verbal communication skills
• Experience with customer service software (Gorgias and Shopify required)
• Ability to manage multiple priorities effectively
• Detail-oriented with a customer-first mindset
• EST time zone preferred

What We Offer

• Competitive compensation commensurate with experience
• Flexible remote working arrangements
• Collaborative team environment
• Opportunity to shape our customer experience strategy

Join Our Team

At Porte and Hall, we believe exceptional customer service is at the heart of our brand. If you're passionate about creating outstanding customer experiences and are looking for a role where you can make a meaningful impact, we'd love to hear from you!