Account & Customer Experience Specialist

Job Description

Join our team as an Account & Customer Experience Specialist, where you'll be at the forefront of providing exceptional support across various channels. Engage with customers via email, live chat, Amazon, and social media, resolving issues related to orders, products, shipping, and accounts with precision and empathy. Manage brand reputation by monitoring and responding to reviews and social media interactions, ensuring alignment with brand standards. Process transactions like orders, returns, and refunds, while maintaining detailed records in our CRM. Proactively identify and resolve order flow issues, working to prevent customer-facing problems. Handle B2B inquiries, qualify leads, and support active accounts to nurture business growth. Use tools like Zendesk and HubSpot to streamline workflows, and integrate AI tools such as ChatGPT to enhance efficiency and develop smarter, scalable processes. Collaborate with leadership to refine procedures, contributing to an environment of continuous improvement and customer satisfaction.

Qualifications

1. 3-6 years of experience in customer experience, account support, inside sales, or similar roles. 2. Experience in DTC (e-commerce) and/or B2B environments preferred. 3. Interest in beauty and personal care, with a willingness to develop product knowledge. 4. Excellent written and verbal communication skills. 5. Strong problem-solving ability with attention to detail. 6. Highly organized with the ability to manage multiple priorities. 7. High ownership mindset—follows through and delivers results. 8. Ability to operate independently and take initiative. 9. Comfortable in fast-paced, evolving environments. 10. Must actively use AI tools in daily work. 11. Preferred: ability to build prompts, templates, and workflow improvements. 12. Experience with or ability to quickly learn Google Workspace, HubSpot, Zendesk (or similar), Shopify, Amazon Seller Central, Slack, Asana

Benefits

- Professional development opportunities - Remote work options