Customer Service Associate

Remote (United States)

Job Details

Employment Type: Full Time

Department: Customer Service

Reports To: Customer Relations Manager

Schedule: 40 hours per week

Compensation: $22.00 per hour

Position Overview

This Customer Service Associate role focuses on creating positive, thoughtful customer experiences while supporting a growing consumer brand. The position handles customer inquiries, order and subscription requests, product and fulfillment concerns, refunds, replacements, and other service-related needs. Success in this role requires kindness, clear communication, strong attention to detail, sound judgment, and a genuine commitment to helping customers feel heard and valued.

As the customer service function continues to evolve, the responsibilities of this position may expand. The role may also take ownership of new initiatives and additional responsibilities that align with the long-term development of the customer service department.

What You'll Do

• Respond promptly to priority customer tickets, including order cancellations, subscription cancellations, and address changes.
• Communicate with customers in a respectful, thoughtful, and professional manner that helps them feel heard and valued.
• Follow up with customers when additional communication or resolution is needed.
• Track and document product quality concerns reported by customers, including issues related to seasoning, product condition, or similar concerns.
• Track and document fulfillment issues, including missing items, order delays, and other fulfillment-related problems.
• Track and document shipping issues, including misdelivered packages, and help coordinate package rerouting when appropriate.
• Maintain a strong working knowledge of refund, shipping, and subscription policies.
• Maintain current knowledge of product offerings, ingredients, discounts, and sourcing information.
• Use daily customer service and collaboration systems effectively, including Klaviyo, Gorgias, Skio, Postscript, Slack, Google tools, Notion, and related platforms.
• Route customer tickets to the appropriate internal departments, including marketing, wholesale, technology, or other teams when necessary.
• Communicate and collaborate effectively with other departments to resolve customer issues.
• Remain alert to spam, phishing attempts, and other potentially fraudulent communications.
• Identify opportunities to improve the customer experience across the website, customer pathways, policies, and service communications.
• Share questions, concerns, observations, and improvement ideas with the customer service team.
• Send replacement products or discount codes to customers when appropriate.
• Issue customer refunds with management approval.
• De-escalate emotionally charged customer situations with professionalism, patience, and composure.
• Provide support to other departments when needed.
• Share recurring patterns, customer feedback, useful information, and improvement ideas with management.
• Maintain an accurate and up-to-date work calendar.
• Contribute to a consistently positive customer experience.

Required Skills and Competencies

• Strong time management skills.
• Ability to communicate clearly, concisely, professionally, and kindly.
• Strong grammar and punctuation skills.
• Excellent attention to detail.
• Ability to recognize recurring patterns across customer interactions and reported issues.
• Strong investigative skills, including the ability to identify mistakes, connect related information, and determine possible causes of customer issues.
• Basic proficiency with Google Sheets, including the ability to build tracking systems used to monitor and resolve active issues efficiently.
• Strong problem-solving skills.
• Ability to work effectively under pressure and manage a high volume of customer tickets.
• Ability to collaborate effectively with both the customer service team and other departments.
• Willingness to learn, grow, and adapt as responsibilities evolve.

Qualifications

• Authorization to work in the United States is required.
• Strong memory and follow-up skills.
• Ability to manage multiple priorities effectively.
• Interest in product quality, traditional food, wellness, and customer care is a plus.
• Bachelor's degree preferred.
• Availability to work East Coast hours is preferred.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Life insurance.
• Health and wellness-focused workplace culture.
• Complimentary product perks.