Customer Support Specialist

The Custom Captain is hiring a Customer Support Associate

Join The Custom Captain Crew as a Customer Support Associate – help boaters outfit their captains and crews while delivering exceptional service.

We are a fast growing e-commerce company with an exciting year ahead. In this position, you’ll be responsible for assisting customers with their orders and answering questions over email, chat and phone. If you are looking to take a lead role in building an all-star customer support experience, this is the perfect opportunity. This is a part time, remote position beginning ASAP.

About Custom Captain

The Custom Captain is every boat owner’s favorite place for custom boat apparel and merchandise. Our talented team of artists take a photo of your boat, and turn it into beautiful graphic artwork. Then we’re able to print that artwork on a variety of high quality apparel and merchandise to outfit your Captain and crew!

We are a small team of boating enthusiasts with backgrounds in startups and e-commerce. Our founders have built and sold startups before, and are excited to grow The Custom Captain over the next decade into a high growth e-commerce brand (e.g. YETI, Solo Stove, Warby Parker). We have a flexible and fun work environment where trying new ideas and approaches is celebrated and are looking forward to adding a new perspective to the team.

Job Overview:

Our team of Customer Support Associates are an important part of our customer experience, and are key contributors across our organization. They help manage customer requests, and issues with artwork, proofs and merchandise. As a Customer Support Associate you will be the first contact for customers delivering excellent customer service. This includes answering inbound phone calls and making outbound calls to resolve customer issues. The entire team works together to assist in solving customer problems in a timely manner.

Work schedules are Monday through Friday during regular business hours - 9am to 5pm EST

This is a part time position and additional hours may become available depending on business needs.

Who You Are:- You have been customer facing. Whether it’s retail staff, call centers, or other customer support roles you have been in front of customers and providing great service before.

- You keep a positive attitude. Customers can come to us frustrated, often times due to problems outside of our control (e.g. shipping delays, occasional product defects). You can keep a positive attitude and do everything possible to make the customer happy.

-Able to work across a small team – Our current team is under 20 people. Which means you’ll have a hand in communicating with our operations team, giving feedback to our product team, and communicating ideas with upper management.

- Bonus: You have experience with ecommerce. Whether it's selling some items in your own etsy store or working for a major brand selling things online, you have seen what kind of issues people run into when ordering online (ie. Shipping delays, product issues, etc.).

- Bonus: You love boating. Our customers are avid boaters – being able to relate to them and talk ‘shop’ about their boat, or life on the water, is always helpful when building rapport.

Equipment & Workspace Requirements

To perform the duties associated with this position there are a few technical requirements we ask of you.

• A computer or laptop purchased within the last five years with at least 8GB of memory (No Google Chromebooks, iPads, or Tablets)
• Open USB port for headset
• High speed broadband internet connection with a minimum of 15Mbps download and 2Mbps upload speed. No satellite based service providers please.
• Designated quiet work area