Customer Support Specialist

Customer Support Specialist (Part-Time)

Location:

Remote Schedule:

Monday-Friday, approximately 3 hours per day (based on support volume)

Growth:

Opportunity for increased hours based on performance and business needs Overview We're looking for a Customer Support Specialist to provide timely, thoughtful, and solution-focused support to our customers. This role is focused on responding to inbound inquiries, resolving issues, and offering helpful product guidance when appropriate. This is not a high-volume, scripted role, we're looking for someone who pays attention to details, enjoys solving problems, and can think critically about what's best for both the customer and the company. Key Responsibilities Respond to customer inquiries via email, chat, and/or SMS Monitor AI/chatbot responses for accuracy and tone, and step in when human support is needed Flag or suggest improvements for incorrect or unclear automated responses Assist with order issues, shipping questions, returns, and exchanges Troubleshoot product concerns and provide clear, helpful solutions Offer product recommendations when it supports the customer's needs Follow up on active customer issues until fully resolved Maintain accurate records of customer interactions Apply company policies clearly and consistently Escalate complex or sensitive situations when needed to leadership Identify patterns or recurring issues and share insights with the team Monitor and respond to customer reviews across platforms Proactively address low-rating reviews with thoughtful, solution-focused communication Identify trends in customer feedback and surface opportunities to improve the customer experience What This Role Focuses On Inbound customer support (no cold outreach) Resolution-first mindset Thoughtful, customer-centered communication while upholding company policies Awareness of patterns and opportunities to improve the customer experience Brand & Communication Style Communicate in a warm, thoughtful, and professional tone Reflect a community-focused approach; customers should feel supported, not sold to Build trust through clear, honest, and helpful responses Maintain a consistent voice across all customer interactions What We Value Ability to think through responses and not just react Attention to detail and ability to notice patterns Critical thinking and problem-solving Good judgment balancing customer experience with company guidelines Clear, professional communication (strong grammar; no overly casual or slang language) Qualifications Previous customer service experience Strong written communication skills, including proper grammar, spelling, and sentence structure Comfortable typing efficiently while maintaining accuracy Comfortable learning and navigating new systems and tools (ecommerce, support platforms, and chat tools) Ability to communicate clearly and professionally across all customer interactions Ability to stay organized and manage multiple conversations Basic knowledge of makeup application and color matching (or willingness to learn quickly) Nice to Have Experience with platforms like Shopify or helpdesk/chat tools Interest in beauty, skincare, or clean products, with general familiarity in makeup

Benefits:

Work from home

Work Location:

Hybrid remote in Lake Point, UT 84074