About the role
We are seeking a Customer Support Specialist who is passionate about delivering exceptional customer experiences and ensuring every customer interaction reflects our commitment to quality and care. This role will be responsible for managing customer inquiries, resolving shipping-related issues, and serving as a liaison between customers, fulfillment partners, and shipping insurance providers.
Key Responsibilities
● Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
● Resolve issues involving lost, stolen, delayed, or damaged shipments.
● Process eligible replacement and reshipment orders.
● Coordinate with shipping insurance providers to submit and track claims.
● Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
● Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
● Maintain detailed records of customer support cases and resolutions.
● Prepare weekly customer support reports including:
○ Ticket date and time
○ Customer issue summary
○ Insurance claim status
○ Reimbursement outcomes
○ Reshipment details
○ Customer satisfaction ratings (1–5 scale)
Performance Expectations
Success in this role will be measured by:
● Responding to customer tickets within 1–2 hours when received before noon PST.
● Maintaining accurate and organized support documentation.
● Providing timely resolutions to customer issues.
● Delivering a positive customer experience across all interactions.
Customer Communication Channels
● Social Media
● Internal communication via Slack
Requirements
- Previous customer support or customer service experience.
- Excellent written English communication skills.
- Strong empathy and conflict-resolution abilities.
- Ability to remain calm and professional when assisting frustrated customers.
- Highly organized with strong attention to detail.
- Comfortable working independently and managing multiple follow-ups.
- Experience using Slack; experience with Gorgias or similar help desk platforms is a plus.
- Ability to learn product knowledge quickly and confidently assist customers.
Ideal Candidate
● Kind, empathetic, and customer-focused.
● Patient and approachable with a service-first mindset.
● Task-oriented and reliable.
● Comfortable taking ownership of issues through resolution.
● Committed to providing a positive experience for every customer.
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
Learn More
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