Customer Support Specialist

Position Summary

The Customer Support Specialist provides responsive, accurate, solution-focused support to Engage customers while supporting the Customer Service team's day-to-day operational workload.

This position will handle a high volume of routine and moderately complex customer inquiries, process and follow up on claims, research order and fulfillment issues, review return and replacement requests, and ensure customer cases are properly documented and resolved.

The ideal candidate is organized, resourceful, comfortable researching issues across multiple systems, and able to independently resolve standard customer concerns while recognizing when a case requires escalation.

Key Responsibilities
Customer Support
Respond to customer inquiries through email , phone, chat, and other support channels.
Resolve routine and moderately complex customer service issues independently.
Assist customers with order status, shipping, product questions, returns, replacements, warranties, and general account concerns.
Research order and fulfillment issues across applicable systems.
Provide clear, professional, and timely communication throughout the resolution process.
Maintain accurate notes and documentation on all customer interactions.
Claims & Replacements
Review customer claims and supporting documentation.
File shipping, carrier, warranty, and other applicable claims.
Track outstanding claims through resolution.
Follow up with customers and internal teams when additional information is required.
Process approved replacements, returns, or other resolutions within established guidelines.
Escalate unusual, high-value, or exception-based claims when appropriate.
Returns & Operational Review
Review return and replacement requests for completeness and eligibility.
Research order history and supporting information before determining the appropriate next step.
Review RL and related operational queues as assigned.
Identify discrepancies or recurring issues and escalate them to Customer Support Level 2 or management.
Assist with maintaining organized and accurate customer service records.
Queue Management
Monitor assigned customer service queues and maintain timely responses.
Assist with reviewing and routing unassigned tickets as needed.
Prioritize urgent customer issues appropriately.
Maintain ownership of assigned cases through resolution rather than unnecessarily transferring tickets.
Help prevent aging tickets and unresolved follow-ups.
Escalation & Team Support
Escalate complex customer issues to Customer Support Level 2 when additional authority, research, or judgment is required.
Escalate significant customer experience concerns or unusual situations to management.
Follow established escalation procedures rather than automatically escalating routine issues.
Support the Customer Support Level 2 and Senior Manager during periods of increased volume.
Provide backup coverage across Customer Service functions as needed.
Decision-Making Expectations

This role is expected to independently resolve standard customer issues within established company policies and approval thresholds.

The Customer Support Specialist should be able to determine:
What can be resolved independently.
When additional research is required.
When a claim should be filed.
When a replacement, return, or other standard resolution is appropriate.
When an issue requires Level 2 review.
When a situation represents a larger customer experience or operational concern requiring management attention.

The goal is not simply to respond to tickets, but to own customer issues through resolution whenever possible.

Performance Expectations
Performance will be evaluated based on a combination of productivity, quality, accuracy, and customer experience, including:

Ticket volume and productivity.
First response and resolution times.
Ticket backlog and aging.
Quality and accuracy of responses.
Claims processing accuracy and turnaround time.
Proper escalation practices.
Customer satisfaction.
Documentation quality.
Attendance and reliability.
Ability to independently manage assigned workload.
Qualifications
Previous customer service, e-commerce, retail, or support experience preferred.
Strong written and verbal communication skills.
Strong attention to detail and organizational skills.
Comfortable researching customer and order issues across multiple systems.
Ability to follow established procedures while using good judgment when situations fall outside standard workflows.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable handling customer complaints and difficult conversations professionally.
Dependable and able to work independently while remaining collaborative with the broader team.

Experience with Shopify, customer service/ticketing platforms, shipping carriers, fulfillment systems, warranty claims, or e-commerce operations is a plus.

Important Remote Work Requirements
Please review these requirements carefully before applying. These requirements are mandatory and are not negotiable for this position.

This is a remote role that requires regular use of Google Meet with video/camera enabled, company-required ---------- tracking software, and company-issued equipment for work purposes.

Applicants must be comfortable and willing to:

Participate on camera during required Google Meet meetings, trainings, coaching sessions, one-on-ones, and other designated meetings.

Use company-required time, activity, and/or productivity tracking software during working hours in accordance with company policy.

Perform company work using company-issued/approved equipment as required.

These are conditions of the position, not optional preferences. If you are not comfortable or willing to meet these requirements, please do not apply.

By applying for this position, candidates acknowledge that they have reviewed these requirements and are willing to comply with them if hired.