E-Commerce Support Specialist

Job Description

About the Role:

Snap! Mobile is looking for a stellar remote E-Commerce Support Specialist to join our Revenue Operations team. This is a critical role at Snap, as our support team is the face of our business and is responsible for delivering an excellent experience for anyone interacting with our SaaS platform. Daily tasks include resolving customer inquiries across all Snap e-commerce product offerings including but not limited to orders, shipping, product availability, account management, refunds, and website troubleshooting via phone, email or live chat and proactively engaging with users when issues arise. Candidates will be working to provide best-in-class support for administrative leaders, users, and Snap! Employees.

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A “can-do” attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicant must be comfortable and confident on the phone while able to think quickly under pressure.

This is an hourly full-time, remote position. We are open to any location in the continental United States as long as the candidate is willing to work within the hours of 6AM - 8PM CST. Ideal shift will be: 8:30AM-5PM CST

Hourly pay based on experience. The range is $18-$20/HR.

E-Commerce Support Specialist Responsibilities:

• Respond promptly to customer inquiries in accordance with our SLAs.
• Take ownership of customer issues and see them through to resolution.
• Proactively reach out to customers upon identifying issues.
• Collaborate cross-functionally to address system issues.
• Tag and categorize issues appropriately using our internal ticketing tool.
• Troubleshooting website-related issues such as checkout problems, order errors, and more.
• Assisting with returns, exchanges, and refunds, ensuring that company policies are followed and customers are satisfied.
• Managing backorders or stock-outs and providing customers with alternatives or updates on when products will be available.
• Collect feedback directly from customers and bring it to the attention of the relevant internal stakeholders as necessary.
• Ensuring that product listings on the website are accurate and up-to-date such as descriptions, prices, images, size charts, and more.
• Monitoring orders to ensure they are processed correctly and on time.
• Contribute to the ongoing improvement of our business systems and processes related to customer operations, internal knowledge base articles, and more.
• Undertake additional projects as assigned by management.

Preferred Experience, Skills, and Abilities in a Customer Support Specialist:

• High School Diploma required
• Bachelor’s degree preferred
• 1-2 years experience in Customer Service
• Basic skills in Microsoft Office Suite
• Strong Written and Oral Communication Skills
• Positive Attitude
• Comfortable working from home and independently
• Fast Learner – eager to take initiative
• Hard Working and Determined

Snap! Mobile, Inc. is proud to offer the following benefits:

• Medical, Dental, Vision
• 401K with a 4% match from the company
• Paid time off