Customer Support Representative

Job not on LinkedIn

🔥 13 hours ago

🌴 South Carolina – Remote

🌴 South Carolina – Remote

💵 $48k - $52k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Purity Coffee

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🍽️ Food & Beverage

🏥 Healthcare

💼 Consulting

Food & Beverage • Healthcare • Consulting

Purity Coffee is a health-focused coffee brand committed to improving well-being through high-quality, sustainably sourced coffee. They offer a range of products including whole bean, ground, decaf, and single-serve coffee, all made from USDA-certified organic specialty-grade coffee beans. Purity Coffee emphasizes rigorous testing for mold and toxins, a regenerative farming approach, and customized roasting processes that enhance healthful compounds, specifically tailored for optimal antioxidant content and flavor, making them a leader in health-oriented coffee products.

📋 Description

• Handle multi-channel customer support tickets, emails, and live chats, with particular emphasis on phone support • Manage an average of 150–250 support tickets weekly via email, call, or live chat • Participate in weekly 1:1 meetings, weekly department meetings, quarterly team member reviews, and departmental strategic planning meetings • Contribute to setting and tracking quarterly objectives and key results • Use and optimize Purity’s helpdesk and telephony systems • Work with Customer Support and I.T. teams to improve customer and employee experience • Contribute to reporting on support workload, customer satisfaction, and issue resolution times • Identify root causes of customer issues and share opportunities to improve customer experience • Report directly to the Customer Experience Manager • Meet ticket resolution time and volume metrics • Contribute to Customer Experience scorecards, KPIs, analysis, updates, and reporting • Use Gorgias, Okendo, Skio, Superfiliate, Smile, Shopify, and Shipfusion • Provide solutions across website, live chat, phone, Amazon, wholesale, affiliate, and subscriber channels • Process order entry, cancellations, and changes • Advise customers on purchasing, storing, grinding, and brewing Purity Coffee products • Escalate tickets outside the role’s scope • Surface recurring customer issues and improvement opportunities

🎯 Requirements

• Available to work full time, Monday–Friday, 9 am–5 pm in your local U.S. time zone • Flexibility to adjust hours as needed, including possible weekend shifts in the future • 2+ years of experience supporting customers by email, chat, or phone • Ticketing system experience is a plus • Excellent communication and problem-solving skills • Good interpersonal skills and ability to work in a team environment • Patience with customers and the ability to de-escalate situations • A quiet work location to take customer phone calls • Experience with help desk software and remote working tools is a plus • Familiarity with coffee, health, or wellness is a plus • Ability to sit and work at a computer for the majority of the workday • Ability to communicate clearly by phone and in writing, and to hear and respond to customers on calls • U.S. residency and authorization to work in the U.S.

🏖️ Benefits

• Flexible Time Off (FTO) • Paid Holidays • Medical, Dental, and Vision Insurance • Life Insurance • 401(k) • Monthly Remote Work Stipend • Personal Development Benefit • Paid Job Training and Development • Free Purity Coffee • Reasonable accommodations to qualified applicants and employees with disabilities

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