[Hiring] Customer Experience Specialist @Somewhere

Role Description

This is an additional seat on a customer experience team that is scaling alongside sustained order growth. As volume rises, the priority is protecting the response quality and personal touch our customers expect — not just keeping up with the queue.

The CX Specialist is often the first point of contact for a customer, and every interaction reflects the brand. You will own inquiries end to end — order questions, product guidance, troubleshooting, and the occasional sensitive conversation — resolving most issues yourself and escalating cleanly when needed. Historically this role has been email- and chat-based; as the team matures, we are adding phone support to the channel mix, so comfort on the phone is increasingly valuable.

Key Responsibilities

• Customer Support & Resolution
  • Serve as a first point of contact across email, chat, and (increasingly) phone, responding with professionalism, warmth, and empathy.
  • Resolve order, product, shipping, returns, and account inquiries end to end, escalating complex or sensitive cases cleanly.
  • Handle high-value and VIP customer interactions with extra care and discretion.
• Platform & Order Management
  • Manage tickets and track interactions in the support platform (Zowie or similar), keeping cases organized and resolved on time.
  • Look up and troubleshoot orders in the e-commerce back end (Shopify), coordinating on fulfillment, refunds, and exchanges.
  • Maintain accurate records and case notes.
• Quality & Brand Standards
  • Deliver a consistent, on-brand experience aligned to established voice and service standards.
  • Follow SOPs and handbooks, and flag recurring issues or gaps so processes can improve.
  • Contribute to a knowledge base of common questions and resolutions.
• Team & Ramp
  • Collaborate with teammates during training and shadow experienced agents during ramp-up.
  • Share customer feedback and trends with the team to help improve the overall experience.

Qualifications

• 2–5 years of customer service / customer experience experience, ideally in e-commerce or online retail.
• Excellent written English with a clear, warm, empathetic communication style.
• Comfortable working in a structured environment with SOPs, training materials, and on-the-job shadowing.
• Experience with a helpdesk or ticketing platform (e.g., Zowie, Gorgias, Zendesk, or similar).
• Reliable and consistent coverage during full U.S. business hours (9:00 AM – 5:00 PM EST).
• Strong attention to detail and the ability to manage multiple open cases without dropping quality.

Preferred Qualifications

• Phone support experience (a growing plus as the role adds voice to the channel mix).
• Direct experience with Zowie and/or Shopify.
• Experience supporting high-value, VIP, or premium customer accounts.
• Background in a brand with a strong, distinctive voice where tone and customer experience matter.
• Genuine interest in health and wellness (helpful for product fluency, but not required).

Ideal Candidate Profile

• Empathetic and genuinely enjoy helping people — you can turn a frustrated customer into a loyal one.
• A clear, polished writer who can sound warm and on-brand in every message.
• Calm and organized under volume, able to juggle multiple open cases without losing the thread.
• Detail-oriented and reliable — you follow SOPs closely and catch what others miss.
• Proactive — you flag patterns, suggest improvements, and don't wait to be told.
• Comfortable owning a customer interaction end to end, and knowing when to escalate.

Why Join Us

You will join an established, mission-driven wellness brand with a loyal customer base and a team that takes customer experience seriously. Onboarding is supported with clear SOPs, handbooks, and shadowing of experienced teammates, so you are set up to succeed rather than thrown into the deep end. As the business and the CX function grow, there is real room to take on more ownership over time.