E Commerce Customer Experience Specialist

Overview

We are seeking a proactive customer-first Customer Experience (CX) Team Lead to oversee customer support across our DTC and wholesale this role you will deliver exceptional service directly while managing mentoring and optimizing our growing CX function. You will play a key role in creating structure refining workflows and maintaining a premium brand voice across all touchpoints.

Part-time (20 hours per week)

Timezone: Pacific Time Zone

Rate: 7 USD per hour

Key Responsibilities

1. Customer Support & Communication

• Respond to inquiries across email Shopify social media and support platforms.
• Resolve issues regarding orders shipping delays refunds and subscriptions.
• Maintain a high standard of empathetic communication aligned with our brand voice.

1. Team Leadership & SOPs

• Oversee day-to-day support operations and manage future CX team members.
• Monitor team response times support quality and overall customer satisfaction.
• Build and improve customer support SOPs macros and response templates.
• Identify operational bottlenecks and proactively implement workflow improvements.

1. Order & Platform Management

• Manage customer accounts and order adjustments directly through Shopify.
• Coordinate with fulfillment and logistics partners to quickly resolve delivery issues.
• Track and report on support volumes customer feedback and recurring pain points.

Required Skills & Experience

• Experience: Solid background in e-commerce customer service or operations.
• Leadership: Prior experience managing mentoring or leading support reps is strongly preferred.
• Industry: Experience with CPG beverage wellness or food brands is a plus.
• Tools: Familiarity with Shopify and helpdesk platforms like Gorgias or Zendesk.
• Skills: Exceptional written English strong conflict-resolution skills and sharp attention to detail.