Customer Service Specialist

Description

Job Summary :

The Customer Service Specialist role calls for a customer-focused, proactive communicator who thrives on creating exceptional experiences across multiple channels—primarily through Zendesk. This position is all about putting the customer first—listening, learning, and responding with efficiency and warmth. In addition to frontline support, this role plays a key part in ensuring a seamless end-to-end customer journey, with touchpoints across internal operations, inventory support, and feedback analysis.

As a seasonal small business, our workload can vary significantly month to month. While customer support will remain your primary focus, the right candidate should expect—and be excited about—occasionally jumping into production or shipping-related tasks, especially during peak seasons. This is a collaborative, all-hands-on-deck environment at times, where flexibility is key. The right candidate will be energized by cross-functional collaboration, equipped to advocate for customer needs, and ready to contribute wherever support is needed most.

Duties / Responsibilities :

Zendesk Management :

• Respond to customer inquiries with warmth, clarity, and a solutions-oriented mindset.
• Prioritize and resolve tickets within 1 business day, following the “Oldest to Newest” standard.
• Tag and escalate tickets appropriately, ensuring patterns or key insights are flagged.

Customer Advocacy + Communication :

Operational Support :

Cross-Functional Flexibility :

Reporting & Insights :

Requirements

Required Skills / Abilities :

Education and Experience :

High school diploma or equivalent required.

1-3 years of customer service experience preferred.

Physical Requirements :

Prolonged periods sitting at desk and working on a computer. Medium work that includes moving objects up to fifty pounds. Standing work occasionally within Operations.

Environment Requirements :

Working in an environment with various fragrances and scents.

Travel Requirements :

No travel required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.