Ecommerce Customer Support Specialist

Reporting to the Director of Performance Marketing, the Ecommerce Customer Support Specialist, will play a pivotal role in providing exceptional customer service experiences to our online shoppers and engaging with our audience across various digital media platforms. They will be the first point of contact for our customers, addressing inquiries, resolving issues, and fostering positive relationships that contribute to our brand's reputation.

KEY RESPONSIBILITIES AND JOB TASKS

• Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms, delivering accurate information and effective solutions;
• Assist customers with order placements, modifications, cancellations, and returns, ensuring a seamless shopping experience;.
• Troubleshoot technical issues related to the ecommerce platform, payment processing, and account management;
• Collaborate closely with cross-functional teams, including logistics, marketing, and sales, to resolve complex customer cases and ensure timely order fulfillment;
• Monitor and engage with customers on social media platforms, addressing comments, questions, and feedback in a friendly and on-brand manner;
• Contribute to the development of customer service best practices and continuously identify opportunities for process improvements;
• Stay up-to-date with product knowledge, promotions, and company policies to provide accurate and relevant information to customers;
• Assist in the creation and scheduling of engaging content for digital media channels, such as social media posts, blog articles, and multimedia content;
• Support the execution of online marketing campaigns, promotions, and product launches;
• Generate reports on customer interactions, feedback trends, and digital media engagement for management review;
• Other related tasks and responsibilities as assigned by your manager.

BENEFITS

Benefits for full time employees include comprehensive medical, dental & vision insurance, employer funded life insurance, 401k with company match, a flexible (and unlimited) time off policy, paid holidays, paid parental leave policy, and commuting benefits.

REQUIRED SKILLS AND COMPETENCIES

• Customer-centric mindset with the ability to empathize and effectively resolve customer concerns;
• Familiarity with social media platforms and digital content creation is desirable;
• Fast learning and independent worker. Proven ability to take the initiative and run with it;
• Has a positive attitude and is enthusiastic with a track record of working well with others;
• Strong communication skills, both written and verbal;
• Able to use various digital marketing and sales platforms and willing to learn new technology;
• Positive attitude, team player, and a passion for providing exceptional customer experiences;
• Adaptability to fast-paced environments and willingness to learn and grow within the role.

REQUIRED EDUCATION AND EXPERIENCE

• Undergraduate degree in Marketing, Business or related field with a strong academic record;
• 2-3 years of customer service experience, or digital marketing preferred
• Experience with digital marketing and sales platforms a plus (Shopify, Google Analytics, Klaviyo, Amazon);
• Experience working independently as well as part of a team.

WORKING CONDITIONS

• Working conditions are normal for an office environment including extended periods of sitting, and use of computers for long periods of time.
• Must be local, we currently operate on a hybrid schedule; candidates must be willing to come into the office a minimum of 3 days per week.
• Some domestic travel may be required.

ABOUT US

We are an inclusive food company that creates better food for our bodies, our communities and our amazing planet. Using seeds as our foundation, 88 Acres is redefining the world of free-from and plant-based foods. As a female founded/led and mission-driven company, we built our own bakery in the inner-city of Boston to fuel purposeful jobs into an area of need, ensure safety for those with food allergies and craft that made at-home goodness we all crave. At our certified top 9 allergen-free bakery, we create lines of Seed Butters, Seed + Oat and Protein Bars, and Seed'Nola (upcycled granola clusters that make 88 Acres a zero food waste operation). Since our launch in 2015, we've been fortunate to share our foods with some amazing partners and communities such as Whole Foods, Sprouts, jetBlue, Jamba, Boston Public Schools, and many more.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

88 Acres is an equal opportunity employer. 88 Acres will not discriminate against any applicant for employment on any basis including, but not limited to: race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military and/or veteran status, marital status, predisposing genetic characteristics and genetic information, or any other classification protected by federal, state and local laws

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

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