[Hiring] Customer Experience Specialist - Ecommerce Support @Workana

Role Description

Woodpeckers Crafts is looking for a full-time Customer Experience Specialist to join their customer service team and support customers across phone, email, live chat, and marketplace messages. This is a customer-facing role for someone with excellent English, strong judgment, and a calm, empathetic communication style. Most inquiries are standard ecommerce topics, such as:

• Order status
• Shipping
• Damaged items
• Delivery delays
• Product questions
• Custom product requests

However, the team also needs someone who can handle more complicated situations, understand the full customer history, and find a thoughtful solution when there is no simple script to follow. The company is also improving its customer support processes, so someone with a tech-savvy mindset and interest in AI chatbots, automation, or workflow improvements would be a strong plus.

Responsibilities

• Respond to customer inquiries through phone, email, live chat, and marketplace platforms.
• Handle ecommerce support topics such as tracking, shipping, damaged products, delays, returns, product questions, and custom requests.
• Review customer history and internal notes to resolve more complex or sensitive cases.
• Communicate with customers in a clear, polished, professional, and empathetic tone.
• Coordinate with the internal team through Microsoft Teams and Outlook.
• Learn the product catalog and help customers understand available options.
• Identify repetitive questions, process gaps, or workflow inefficiencies, and suggest improvements.
• Support the improvement of customer service tools, chatbot flows, automated responses, or basic workflows when possible.

Qualifications

• Experience in customer service, customer support, or customer experience.
• Excellent spoken and written English.
• Comfortable switching between phone, chat, email, and marketplace messages.
• Strong problem-solving skills and ability to stay calm with frustrated customers or busy support days.
• High attention to detail when reviewing orders, messages, and customer histories.
• Comfortable working remotely with a small, collaborative team.
• Availability to work full-time with strong overlap with Eastern Time.
• Ecommerce support experience is preferred, but strong customer service experience from other industries can also be considered.