Customer Success Specialist

Responsibilities

• Deliver timely, attentive support through shared customer communication channels, ensuring each inquiry is handled with care and clear next steps.
• Guide customers through order-related needs in Shopify, including payment questions, shipment updates, cancellations, returns, refunds, and exchanges.
• Monitor unresolved cases and drive follow-up activities to completion so concerns are addressed without delay.
• Partner with fulfillment staff to investigate shipping problems, incorrect or missing items, and other service-impacting order issues.
• Support wholesale partners by addressing product questions, inventory requests, order updates, and account-related concerns.
• Cook up with internal teams and external sales contacts to help keep wholesale orders accurate, on schedule, and properly communicated.
• Maintain dependable customer and order records to support accurate processing and strong service continuity.
• Aid in prioritizing urgent orders and contribute to operational improvements that strengthen fulfillment accuracy and efficiency.

Requirements

• Experience in customer service, customer success, or eCommerce support within a retail environment.
• Working knowledge of Shopify and confidence navigating online order workflows on a daily basis.
• Strong written communication skills with the ability to manage email correspondence clearly and professionally.
• Ability to handle multiple browser-based systems and balance competing priorities in a fast-paced setting.
• Proven judgment when assisting upset customers, with a calm and solutions-focused approach to issue resolution.
• High level of organization, follow-through, and accountability when managing open tasks and customer concerns.
• Familiarity with customer shipments, returns, and fulfillment coordination for direct-to-consumer and wholesale orders.

Qualifications

The ideal candidate is detail-oriented, responsive, and committed to resolving issues thoroughly while maintaining a high standard of service.