Customer Success Specialist TrophySmack Orange, CA Job Details Full-time $40,000

• $50,000 a year 14 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Snacks provided Vision insurance Employee discount Opportunities for advancement Flexible schedule Qualifications Customer communication Customer returns handling Full Job Description Responsibilities Job description:

Customer Success Specialist Pay:

$40,000

• $50,000/ per year

Location:

Orange, CA (Onsite) About TrophySmack TrophySmack is building the next generation of awards, recognition, and trophies—products designed to make winning feel bigger, whether you're celebrating a championship, recognizing an achievement, or just giving someone the trophy they deserve. We're a fast-moving, growing e-commerce company that cares about doing great work, moving with urgency, and having a little fun while we do it. We believe in The Blueprint of WINNING. In order to SERVE champions, we have to BE champions. Bring your personality. Bring your ideas. Bring your ability to figure s

• t out.

About the Role TrophySmack is looking for a Customer Success Specialist to support our Customer Success team and help own the overall customer experience. You'll help ensure customers receive timely, accurate, and professional support.

The Customer Success Specialist will support orders across multiple sales channels, including Shopify, Amazon, Etsy, and eBay, and will regularly use Gorgias, Etail, and AirCall to manage customer communications and order related tasks. This role involves managing customer inquiries, reviewing orders, resolving order related issues, and creating Sales Orders (SOs) when necessary to fulfill approved customer resolutions. The specialist will work closely with internal teams to ensure customer issues are addressed from initial contact through final resolution.

Responsibilities:

Customer Support & Customer Experience Balance customer satisfaction with company policies, procedures, and operational realities. Ensure customer issues are properly documented and followed through to completion. Troubleshoot customer issues involving shipping, payment, product quality, customization, production, and order fulfillment. Customer Service KPIs & Performance Metrics Monitor key Customer Service KPIs and performance metrics. Track customer satisfaction, response times, resolution times, open issues, review ratings, and other relevant customer service metrics. Identify trends in customer service performance and customer feedback. Order and Sales Channel Management Review and manage orders across Shopify, Amazon, Etsy, and eBay. Verify customer information, product details, customization requests, and shipping information. Identify order discrepancies and communicate with customers when clarification is required. Assist with cancellations, returns, refunds, replacements, and other approved order resolutions. Shipping and Delivery Support Assist customers with questions regarding order processing and shipping. Investigate delayed, missing, damaged, returned, or incorrectly delivered orders. Coordinate with internal teams and shipping carriers when additional investigation is required. Create replacement SOs when approved for shipping or delivery related issues You'd Be a Great Fit If... 2+ years of experience in leading Customer Success, Customer Support, Customer Experience, or a related role. Strong written and verbal communication skills. You can deal with an angry customer without becoming defensive or taking it personally. You can move quickly without sacrificing accuracy. Compensation & Benefits $40,000

• $50,000 annual salary based on experience, skills, education, and qualifications Flexible PTO
• take the time off when you need it. No fixed amount of days
• we are happy to support the work/life balance of our employees! Fully stocked kitchen and game room
• You'll find our employees playing games throughout the day! We LOVE to have fun!! We've got a bowling alley, basketball hoops, ping pong tables, arcade games & more! Smackology culture
• we believe in a little chaos, a lot of banter, zero corporate robot energy. Health, Dental, and Vision Insurance with 50% employer contribution 401(k) plan Paid Holidays
• New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, and Christmas Day.

Employee Discounts Opportunity to join a high-growth ecommerce company Collaborative, high-performing team environment Career growth and advancement opportunities Apply today and help us build the operational engine behind every championship moment. Equal Opportunity Employer TrophySmack celebrates diversity and is committed to creating an inclusive workplace for all employees. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Pay:

$40,000.00

• $50,000.

00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance People with a criminal record are encouraged to apply

Work Location:

In person