Customer Experience & Community Support Specialist
New
USA, US time zoneFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years in DTC customer support
- Required Skills
- ShopifyCustomer supportZendeskNotion
Requirements
- Bachelor’s degree in a relevant field.
- 3+ years of experience in DTC customer support, preferably with Shopify brands.
- Advanced proficiency with CX platforms like Gorgias or Zendesk.
- Experience with AI-driven support tools.
- Demonstrated experience in community management and social moderation.
- Strong writing skills with the ability to maintain consistent brand voice.
- Proficiency with content management tools such as Google Drive, Airtable, or Notion.
- Ability to work Monday to Friday, 8 hours per day in US time zones.
- Professional fluency in English.
- Access to a reliable computer and high-speed internet.
Responsibilities
- Manage daily customer support across email, chat, social DMs, and product comments.
- Utilize AI tools, automations, and macros within helpdesk platforms.
- Monitor and report on CX KPIs such as response time, volume, and CSAT.
- Propose and implement new automations and workflows to improve efficiency.
- Maintain and evolve knowledge base, FAQ content, and response templates.
- Moderate social platform comments and questions in brand voice.
- Identify and escalate customer complaints or PR risks.
- Tag and organize large libraries of media assets in DAM systems or tools like Airtable/Notion.
- Collaborate with marketing and creative teams on content tagging structures.
- Relay frontline customer insights and trends to Product and Ops teams.
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