• Provide exceptional customer service and waste support to clients. • Respond to inquiries, process orders, prepare correspondence, and troubleshoot issues. • Deliver outstanding service to internal and external clients via phone, email, or in person. • Indirectly supervise junior staff members and provide advanced support to resolve complex issues. • Establish effective communication pathways to handle customer inquiries. • Collaborate with teams to ensure swift resolution of customer concerns. • Manage office services such as data entry, clerical work, records control, and report preparation. • Investigate and resolve billing discrepancies, process adjustments, and manage invoicing and collections.

Role Description As a Customer Support Specialist & Administrator, you will manage the end-to-end customer journey by resolving inquiries through the CRM system (Gorgias) and ensuring seamless order fulfillment. You will act as the primary liaison between the brand and our logistics partners to troubleshoot shipping issues and maintain accurate order tracking. This role requires a detail-oriented professional with strong Excel skills and the ability to communicate with precision and clarity. Ultimately, you will balance high-touch customer service with essential administrative tasks in a fast-paced e-commerce environment. Key Responsibilities - Manage, respond and resolve customer inquiries related to online orders and general inquiries about products via the company's CRM system (Gorgias). - Serve as liaison between company and fulfillment centers, ensuring accurate and timely order processing and resolution of shipping issues. - Track and monitor customers’ orders status. - Handle incremental administrative projects. - Organizing data from Shopify platform. Qualifications - Customer service support experience. - Excellent communication skills (written and verbal) with a focus on good grammar. - Solid familiarity with Excel or Google Sheets. - Experience with e-commerce platform Shopify is a plus. Requirements - C1 English level is required; the selected candidate will be speaking strictly in English during their whole shift. - Please submit your resume and audio recording in English. Benefits - Full-time position. - Salary: $1,200 per month. - Work schedule: Monday to Friday, 8:00 AM - 4:00 PM PST. - Target start date: ASAP.

• Own Customer Care Enablement Strategy: Design and execute a comprehensive enablement roadmap that aligns onboarding, continuous learning, and quality management with core business KPIs (CSAT, NPS, FCR, and AHT) • AI & Technology Integration: Spearhead the adoption of AI-driven tools across the enablement lifecycle, including generative AI for content creation, AI-assisted coaching, and automated speech/text analytics for QA. • Cross-Functional Partnership: Act as a strategic advisor to Customer Service leadership, Product, and Engineering teams to ensure agents are prepared for new product rollouts and process changes • Build Scalable Learning & Development Programs: Oversee onboarding, role-based training, and continuing education. Equip employees to succeed in a technology-augmented environment — Salesforce, CCaaS, and AI-assisted workflows. Measure effectiveness and use data to continuously improve outcomes • Shape Instructional Design for the Future of Work: Lead development of training materials and enablement content across video-based, scenario-driven, and AI-integrated modalities. Translate complex processes into engaging learning experiences that scale across internal and BPO teams

• Support all Turf and Pest initiatives • Plan, conduct, and administer programs that train employees and improve their skills and knowledge on products, vendors, services, and other designated training • Support sales representatives with training and events for customers • Assist in building online training curriculum, including for CEUs, and maintain our training website • Complete insect identifications and provide treatment recommendations • Provide technical expertise and guidance to key accounts (pest management firms) • Assist in product evaluation and demonstration projects (trials with MFG) • Public speaker / Training at various industry events • Assist associations on committees and board positions • Technical writing skills for print/digital materials for presentation, technical updates and trade magazines including social media • Assist Sales Directors with Key account presentations on training • Coordinates Target Seminars workshops from start to finish • Maintains customer LMS by uploading new content, providing users access, and working with platform to learn and implement new features • Creating Worker Safety training materials for California customer training