Customer Support Specialist

Job Description

We are seeking a detail-oriented and customer-focused Customer Experience & E-commerce Coordinator to support day-to-day operations across multiple storefronts. This role is ideal for someone who thrives in a fast-paced, creative environment and enjoys delivering a high-touch experience to premium clientele, particularly in the wedding and events space.

You will serve as the primary point of contact for customer inquiries while also supporting e-commerce operations, social media, and administrative tasks. This role requires strong written communication, sound judgment, and the ability to work independently with minimal oversight

Customer Support & Order Management

● Manage customer inquiries across Marsupial Papers (website and email), Etsy, and Nexcards

● Respond to quote requests, product questions, timeline inquiries, and order status updates

● Provide a high-quality, personalized customer experience for wedding clients

E-commerce & Operations Support

● Update and manage Etsy listings and product listings on website

● Assist with order coordination and general storefront maintenance

● Handle invoicing, including creating, sending, and tracking invoices

Social Media Support

● Post content on Instagram for company papers

● Assist with caption writing and content scheduling (scope to be finalized during onboarding)

Ad Hoc Projects

● Support outreach efforts to wedding planners in target markets (Washington DC and Houston)

● Execute small operational projects as needed

Future Scope (Phase 2)

● Support cold outbound efforts to wedding planners using structured outreach playbooks

Requirements

Must haves

• Excellent written English with a warm, professional tone
• Strong customer service mindset with patience and attention to detail
• Experience working with e-commerce platforms, particularly Etsy
• Familiarity with Instagram posting, captions, and scheduling tools
• Comfortable managing invoicing processes
• Highly self-directed with the ability to work independently
• Strong judgment and ability to handle nuanced customer scenarios

Nice to haves

• Experience in weddings, events, hospitality, or other high-touch service industries

• Background in stationery, print-on-demand, or design-related businesses

• Basic design sensibility and brand awareness

• Familiarity with Pinterest as a marketing or sales channel

• Experience with cold outreach or lead generation

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
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• 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

Stay updated on open roles and industry insights.

Follow us on:

• Instagram
• Facebook
• LinkedIn
• YouTube
• Visit our website: www.hireframe.com
  

Tune in to our What Worked podcast

Check out What Worked podcast, hosted by our founders, Mike and Tyler, featuring conversations with business executives and founders—including some of our clients.