Customer Support Specialist, E-Commerce

Who We Are:

Happy V is one of sunny South Florida's fastest-growing e-commerce wellness brands. Founded in 2019 by necessity, our goal is to provide women with effective, high-quality, easy-to-use wellness products and informational content covering the A-Z of feminine health.

The Happy V team is tight-knit, creative, high-performing, and collaborative. Our work environment is an inspiring space where you can thrive. As a young company, there is a massive opportunity for career growth as Happy V continues to expand at a fast pace.… If you're up for the challenge, you should definitely keep reading.

Who We're Looking For:

A Customer Support Specialist who will be responsible for providing exceptional customer service and support to online customers. They will serve as the primary point of contact for inquiries, order assistance, and issue resolution related to our online store. Their main goal is to ensure a positive and seamless customer experience throughout the online purchasing process.

What You'll Be Doing:

• Oversee all customer service channels from Shopify, Amazon, Walmart, and TikTok Shop.
• Respond to customer inquiries via email, live chat, and phone (inbound and outbound real-time conversations).
• Address chatbot/live chat queries, offering personalized assistance.
• Handle all inquiries from customers, ensuring timely and effective resolutions.
• Provide information and guidance on products, services, and policies to ensure customer satisfaction.
• Discuss product details and offer suitable recommendations based on customer needs.
• Report daily to the Customer Care Team regarding operations and inquiries.
• Respond to Okendo and Shopify reviews, following up on negative feedback and escalating issues when necessary.
• Export positive reviews to a master list for reporting, ensuring regular updates.
• Assist with maintaining Amazon feedback and managing review requests.
• Ensure all customer satisfaction and order fulfillment tasks are completed accurately and on time.
• Accurately capture customer data, update customer-service response matrixes, and maintain service reports.
• Regularly update internal spreadsheets for cancellations, replacements, and other service-related data.
• Monitor KPIs and customer satisfaction metrics weekly and monthly, reporting to management as required.
• Support with daily administrative tasks, including data entry related to service reports and customer feedback.
• Answer all chargeback inquiries on Chargeflow, Paypal, and Stripe platforms with the needed evidence. 
• Actively listen to customer feedback and gather insights to identify areas for improvement in the online shopping experience. Communicate customer feedback to the appropriate teams (such as marketing, product development, or social media) to drive enhancements and improve customer satisfaction.
• Meet or exceed established performance metrics, such as response time, customer satisfaction ratings, first-contact resolution, and order accuracy.

Qualifications:

• 3+ years of experience in customer service or a similar role in the e-commerce DTC industry.
• Fluent in English (spoken and written).
• Strong written and verbal communication skills.
• Detail-oriented, working with a high degree of accuracy.
• Ability to multitask and handle multiple inquiries simultaneously.
• Familiarity with the following customer service platforms but not limited to: Gorgias, Amazon Seller Central, Walmart Seller, TikTok Shop, Shopify, and Slack. And social media platforms, including Dash Hudson, to answer ad comments.
• Ability to manage sensitive financial and personal information confidentially.
• Proficiency in Google Docs and other co-working tools.
• Excellent problem-solving skills and the ability to tactfully handle stressful situations.
• A willingness to learn, grow, and be an active team player in the Customer Care team.
• Experience in the women's wellness/supplement industry is a plus but not mandatory.
• Willingness to work one weekend day for 5 hours. 

Personal:

• Excellent interpersonal and relationship-building skills
• An interest in feminine wellness and overall wellness
• A forward-thinking, positive can-do attitude

Benefits:

• Medical, Dental & Vision insurance
• 10 PTO days + 12 paid holidays
• Bi-Annual Performance Reviews
• WFH + Health and Wellness stipend
• Continued education reimbursement
• Meals provided (in-office days)
• Monthly Supplement Wellness Products Provided