Customer Support Specialist – Inbound

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🔥 54 minutes ago

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AJ Media

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

💼 Consulting

🤝 B2B

Marketing • Consulting • B2B

AJ Media is a strategic performance marketing firm that helps partners achieve high-quality, profitable customer and lead acquisition. It emphasizes deep collaboration and takes ownership of growth targets, using a systematic approach that combines sophisticated statistical models with tactical market research to identify and exploit market inefficiencies. The firm focuses on measurable results and consistent over-delivery for its clients.

📋 Description

• Respond to inbound customer inquiries across email, live chat, and social DMs with speed and accuracy • Resolve order issues, shipping delays, returns, exchanges, and billing questions within SLA targets • Proactively turn service interactions into retention moments — reduce churn through stellar support • Escalate complex issues appropriately while owning the customer's outcome end-to-end • Maintain a CSAT (Customer Satisfaction Score) of 90%+ consistently • Identify patterns in customer issues and flag recurring problems to the operations team • Keep helpdesk (Gorgias or similar) organized with proper tagging, notes, and follow-up • Contribute to and maintain FAQ, help articles, and support macros

🎯 Requirements

• 1–3 years of customer support experience, ideally in an ecommerce or DTC environment • You write with clarity, warmth, and professionalism — even on your toughest days • You handle high-volume queues without losing attention to detail or empathy • You're a natural problem-solver who doesn't wait to be told what to do • You're comfortable with helpdesk tools (Gorgias, Zendesk, or similar), Shopify, and basic CRM • You understand ecommerce logistics: shipping carriers, fulfillment workflows, refund processes • Experience with Gorgias or ReAmaze specifically (bonus) • Shopify admin knowledge (bonus) • Knows how to navigate Aircall (bonus)

🏖️ Benefits

• Join a team that genuinely values CS as a growth lever, not a cost center • Performance bonuses tied to CSAT and resolution metrics • Career growth into CS Team Lead or CX Operations roles • Fully remote position with a collaborative, high-ownership culture • Competitive Salary + benefits (paid leaves, HMO, allowances) • Work with exciting consumer brands in a high-growth environment