Location: Remote (Open to candidates in any U.S. timezone)

Job Type: Full-time

Key Responsibilities:

Customer Support and Technical Assistance:

Manage and respond to customer inquiries in the Freshdesk queue promptly and efficiently.
Answer technical questions and provide product support to resolve customer issues.
Troubleshoot and resolve technical problems related to our products and services.
Document and escalate more complex issues to the appropriate teams when necessary.

eCommerce Order Experience Management:

Liaise with the logistics team to follow up on customer orders, ensuring timely and accurate delivery.
Provide customers with tracking information, updates, and manage any issues related to shipping or order fulfillment.
Handle post-purchase support, including processing returns, exchanges, and replacements.
Own the entire customer experience post-purchase, ensuring satisfaction and repeat business.

Social Media Management:

Monitor and respond to customer questions and comments on social media platforms (Facebook, Instagram, Twitter, etc.).
Engage with customers and followers to build positive relationships and enhance brand loyalty.
Collaborate with the marketing team to address any social media inquiries and escalate issues as needed.

Qualifications:

Proven experience in customer service, technical support, or a related role.
Familiarity with Freshdesk or similar customer support ticketing systems.
Experience managing eCommerce platforms and order management systems.
Strong problem-solving skills with the ability to think critically and independently.
Excellent verbal and written communication skills.
Ability to work efficiently in a remote environment and manage time across different time zones.
Tech-savvy with a basic understanding of web technologies and troubleshooting.
Flexibility to work in any U.S. timezone and adapt to a flexible work schedule.

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