**Job Title**: Senior Customer Service Specialist **Location**: Remote 100% **Salary**: Competitive salary + performance bonuses. **Working hours**: 8am - 5pm PST **About the Role**: **Key Responsibilities**:Senior Specialist Support**: - Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail. - Support cross-functional collaboration to resolve customer pain points and improve workflows. Leadership Development & Team Support - Mentor and support junior team members by sharing best practices and providing informal guidance. - Assist in onboarding and training new team members as needed. - Act as the first point of contact for escalations from the team when the supervisor is unavailable. Process & Performance Optimization - Identify trends in customer inquiries to recommend process enhancements. - Support the implementation of new tools or workflows that improve team efficiency. - Contribute to updating the knowledge base and internal documentation for streamlined operations Metrics & Reporting - Monitor personal and team KPIs such as response time, resolution rate, and CSAT. - Provide feedback on recurring customer issues and suggest improvements. **Requirements**: **Requirements**:Experience**: - 5+ years of customer service experience, with at least 3 years working for e-commerce brands. - Experience assisting or stepping into leadership responsibilities (preferred). **Skills**: - Advanced written and verbal communication skills. - Strong problem-solving and conflict resolution abilities. - Proficiency in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools. - Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce. **Mindset**: - Leadership potential with a proactive and collaborative approach. - Adaptability in a fast-paced, high-volume environment. - Detail-oriented, organized, and able to manage multiple priorities effectively **Benefits**: Why Join Us? Leadership Growth - This role provides a clear path toward a Team Lead position. Impact - Play a key role in shaping customer service operations. Flexibility - Remote/hybrid work options. Culture - Join a customer-obsessed, collaborative, and innovative team.