Job Overview

Our client is seeking a proactive and detail-oriented Customer Experience Specialist to support their rapidly growing e-commerce pet accessories brand. This role is responsible for delivering exceptional customer experiences across email, social media, and customer support platforms while helping maintain the high service standards that have contributed to their success.

The ideal candidate is highly organized, customer-focused, and able to work independently. You will manage customer inquiries, coordinate exchanges and refunds, monitor social media interactions, and ensure timely resolutions while maintaining the brand's friendly and professional tone of voice.

This is a full-time remote role supporting customers across both the UK and US markets.

Schedule

• Monday - Friday, 12:00 PM - 9:00 PM UK Timezone, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Manage customer inquiries and support requests via email, chat, and customer service platforms, ensuring timely responses within service levels
• Handle order-related concerns including exchanges, modifications, refunds, replacements, and other customer issues
• Monitor and manage customer communications across email, Facebook, and Instagram, maintaining professional and brand-aligned engagement
• Draft and personalize customer responses using templates, AI tools, and brand guidelines while ensuring a human tone
• Process customer service actions in Shopify and prepare cases for management review and approval when required
• Escalate complex issues, complaints, and product concerns to management in a timely manner
• Maintain accurate records, support workflow improvements, and contribute to enhancing customer experience and operational efficiency

Requirements

• Previous experience in Customer Service, Customer Experience (CX), E-commerce Support, or similar roles, including handling inquiries via email, chat, social media, or ticketing systems
• Familiarity with Shopify or other e-commerce platforms, including order management and customer support workflows
• Strong written English communication skills with excellent grammar, attention to detail, and ability to communicate professionally with UK and US customers
• Experience using customer service platforms such as Gorgias, Zendesk, or similar systems
• Proficiency in using AI tools (e.g., ChatGPT) to improve efficiency while maintaining a natural and customer-focused tone
• Strong organizational, multitasking, and time management skills, with the ability to work independently across multiple time zones
• Proactive, customer-focused mindset with strong problem-solving skills and a passion for delivering excellent customer experiences

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.