Customer Care Specialist

Customer Care Specialist The Customer Care Specialist (CCS) provides exceptional consumer support through timely, accurate, and compassionate communication. This role manages inquiries across email, chat, and phone channels; resolves concerns; processes orders; supports consumer account workflows; and documents trends that help improve the consumer experience. Acting as a Gorgias, Shopify, and ShipBob platform power user, the CCS supports day-to-day customer interactions while also contributing valuable insights to cross-functional partners, including Quality, Operations, Marketing, and Product Development. This role helps maintain GoMacro's brand voice, ensures policy accuracy, and upholds our service-level expectations. This is a part-time, remote position, with an anticipated commitment of 2030 hours per week. Primary Responsibilities Consumer Communication Provide courteous, friendly, and accurate support across email, chat, and phone channels. Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation. Maintain GoMacro's brand voice and uphold The GoMacro Way in every interaction. Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT. Consumer Account & Order Support Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes. Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments. Accurately follow processes for lost-package claims and quality escalations. System & CRM Efficient Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation. Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications. Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback. Quality & Product Feedback Documentation Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details. Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends. Support cross-functional teams with helpful consumer insights to guide product and operational improvements. Additional Departmental Support Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience. Other duties as assigned by the supervisor. Requirements Skills & Experience Required: 3+ years of customer service experience, preferably in e-commerce or CPG. Experience using CRM or help desk platforms, such as Gorgias, Zendesk, or Salesforce. Strong written communication skills with the ability to convey information clearly and professionally. Demonstrated ability to troubleshoot across multiple systems, platforms, and tools. Highly organized with strong attention to accuracy and detail. Ability to work independently while maintaining accountability in a remote or hybrid environment. Strong problem-solving, conflict resolution, and consumer-centric decision-making abilities. Preferred Skills: Shopify, Gorgias, Recharge, SAP, or ShipBob experience. Experience in the natural, organic, or wellness food industry. Experience with subscription workflows or e-commerce operations. Familiarity with reading and interpreting product, ingredient, or nutritional information. Ability to identify consumer trends and suggest improvements to processes or documentation. Physical & Environmental Demands: Ability to sit for extended periods while working at a computer. Travel Required: Minimal travel may be required for training, team meetings, or company events.

Created: 2026-03-10