Customer Support Specialist

Summary

Join our team as a Customer Support Specialist and help us handle customer support related queries in a remote work setup.

Responsibilities

• Manage and respond to all inbound messages across multiple platforms, including: Email, Website Form/Chat, Instagram, Facebook, and SMS/Text
• Social media ad comments on Facebook/Instagram (reply, hide, or delete as needed)
• Initiate conversations and gather initial requirements for messages related to business/wholesale leads, influencer DMs, etc., before transitioning to founders
• Use Richpanel.com as the primary customer success platform to handle communications effectively
• Tag all relevant conversations or orders and use automations to optimize tagging processes
• Organize and add new tags for efficient conversation tracking
• Leverage IF/THEN/AND/OR logic in automation workflows and propose improvements as needed
• Use Richpanel AI for faster responses while ensuring accuracy and modifying AI responses where necessary
• Manage and update the self-service knowledge base, ensuring customers can access FAQs, view/manage orders, and initiate support tickets
• Identify new customer questions and topics, adding them into support processes (response, tagging, knowledge base, etc.)
• Utilize existing templated responses (macros) and create new ones for faster replies and consistent messaging
• Compile reports on customer issues and outreach topics to gain insights into customer needs and identify trends
• Follow up with customers who leave negative reviews to assist them with their concerns
• Use Judge.me to request review updates from customers once their issue has been resolved
• Handle warranty claims with 3PL (Flexport) for issues like lost or damaged packages, collecting necessary information, filing, tracking, and responding to claims until resolved
• Oversee the returns process, including creating returns for eligible customers in Shopify, tracking follow-ups, and issuing refunds as needed
• Generate shipping labels and process orders via Shopify
• Assist with operations within Shopify and 3PL software (Flexport)
• Leverage popular AI tools like ChatGPT for increased productivity and innovative ideas for customer support