🚨 IMPORTANT WATCH THIS QUICK LOOM VIDEO ON HOW TO GET HIRED https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0 C1 ENGLISH LEVEL IS REQUIRED. THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR ENTIRE SHIFT. PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH Customer Support Specialist 🆔 Job ID: JOSDEE1 🏢 Industry: E-Commerce / Consumer Products / Customer Support 🌎 Location: LATAM (Preferred) – Strong English Required 🕒 Job Status: Full-Time ⏰ Work Schedule: Monday–Friday, 9:00 AM – 5:00 PM PST 💰 Salary: $7 – $8 per hour 🚀 Target Start Date: ASAP Role Overview About the Client The client operates a direct-to-consumer e-commerce business that prioritizes exceptional customer experience and responsive support. Their team assists customers both before and after purchase, answering product questions, helping with availability inquiries, and providing ongoing support. The company values fast response times, strong communication, and service that builds long-term customer trust and brand loyalty. This role supports customers during Pacific Standard Time business hours in a fast-paced, high-volume environment. About the Role This position combines pre-purchase guidance with post-purchase customer support. The Customer Support Specialist will handle inbound calls, emails, and voicemails, assist customers in choosing the right product, and provide initial troubleshooting when needed. The role also involves gathering relevant information and escalating technical cases to the service team when necessary. Success in this position requires strong English communication skills, a professional phone presence, attention to detail, and the ability to manage multiple customer conversations while staying organized. Key Responsibilities Inbound Calls and Email Support - Answer inbound customer calls during business hours - Respond to customer emails and maintain an organized inbox - Monitor voicemails and prioritize timely callbacks - Document customer conversations and important details for follow-up Pre-Purchase Customer Guidance and Sales Support - Answer product questions, availability inquiries, and policy related concerns - Help customers choose the best option based on their needs - Deliver a high-quality support experience that encourages purchasing decisions - Maintain a helpful and professional tone without aggressive sales tactics Post-Purchase Support and Initial Troubleshooting - Assist customers with product usage questions and common issues - Guide customers through basic troubleshooting using scripts and knowledge base materials - Gather detailed information before escalating issues to the service team - Escalate cases when technical expertise is required Issue Intake and Service Handoff - Ask structured questions to fully understand customer concerns - Document symptoms, troubleshooting steps, and order details clearly - Route service related cases to the appropriate team member - Follow up with customers when updates or callbacks are required Systems and Order Support - Use customer support platforms to manage conversations and tickets - Assist with basic order related tasks such as checking order status or placing orders - Work within e-commerce platforms such as Shopify when needed - Adapt to new systems as the company transitions platforms Qualifications & Skills Must Have - Strong spoken and written English communication skills - Customer support experience with regular phone interaction - Ability to handle both pre-purchase and post-purchase customer conversations - Strong organizational skills for managing emails, voicemails, and callbacks - Technical curiosity and willingness to learn product troubleshooting processes - Attention to detail and proactive communication style Preferred - Experience with Shopify or other e-commerce platforms - Experience with customer support tools or CRM systems - Familiarity with tools such as Rich Panel or Aircall - Experience in roles where strong customer service contributes to sales Personality Traits - Friendly and confident communicator who enjoys assisting customers - Proactive with a strong sense of ownership and accountability - Curious and willing to learn product details and troubleshooting processes - Organized and reliable with strong follow-through - Positive attitude and calm under pressure in a fast-paced environment

• Open and maintain customer accounts. • Resolve product or service questions to ensure customer satisfaction. • Recommend products or services based on customer needs. • Contribute to team efforts and achieve related goals. • Manage incoming calls, chats & emails, and provide assistance. • Maintain and handle customer inquiries, records and documentation. • Deliver excellent customer service with a positive attitude. • And other assigned tasks.

• Offering support to Reedsy users; • Reviewing projects submitted on the platform; • Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them; • Maintaining and update our FAQ based on user feedback and questions; • Suggesting product features based on user feedback; and • Contributing to maintaining a high NPS (currently at 86!).

• Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat. • Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support. • Categorizing and Prioritizing Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. • Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time. • Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience. • Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty. • Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process. • Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality.