Six10 Ventures specializes in building successful e-commerce brands across platforms like Amazon, Shopify, and Walmart. With a diverse portfolio, we focus on creating exceptional customer experiences through innovative products and services. We're seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team. This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.Location: Remote; Time Zone: Hours will be based on EST/PST time zone.Key Objectives:Ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.Transform customer interactions into positive experiences, minimizing the need for in-store visits.Deliver outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer.Key Responsibilities:Inbound Inquiry Management: Oversee all inbound written customer inquiry channels (10+) through Gorgias, including email, chat, and some social media platforms.Voicemail Management: Review all inbound voicemails and make outbound calls for follow-ups as required.Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.Client Relations: Prioritize and respond to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.Immediate Chat Responses: Address live customer website chats immediately, with a target response time of 5 minutes or less.Timely Callbacks: Return calls to customers who leave voicemails within 2 hours or less.Ticket Escalation: Escalate urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation.Social Media Engagement: Respond to product-specific questions escalated from social media daily.Weekly Pulse Reporting: Compile and send a weekly report highlighting trends observed through customer inquiries and product reviews.Reimbursement Claims: File claims with Amazon or partner warehouse for lost or damaged shipments as needed.Ideal Candidate Skills:Customer-Centric Mindset: Treat customer service as a priority, focusing on customer needs over a strict 9-5 schedule.Excellent Communication: Strong verbal and written communication skills to foster positive customer interactions.Proficiency in Gorgias: Familiarity with Gorgias or similar customer support platforms is a plus.Analytical Skills: Ability to analyze customer feedback and trends for continuous improvement.Team Collaboration: Strong internal communication skills, with experience using collaboration tools like Microsoft Teams to coordinate effectively with team members.Qualifications:Prior experience in pool service or a strong background in pool/hot tub water chemistry is required. Proven experience in a customer service role, ideally within the e-commerce or retail industry, demonstrating an ability to manage customer inquiries effectively across various platforms.Strong attention to detail and commitment to maintaining accurate records.Creative problem-solving skills and a proactive approach to customer inquiries.Bachelor’s degree in a related field is preferred.This is a full-time position with a competitive compensation and benefits package. If you are passionate about customer service and excited to help customers succeed in their pool and spa care journey, we encourage you to apply.Pre-Screening (required for application consideration):Click here to complete pre-screening questions via Google form (required for consideration): Join Us?At Six10 Ventures, we foster a collaborative and dynamic work culture. We’re committed to innovation, continuous learning, and professional growth. If you're passionate about helping customers and want to be part of a team driving eCommerce excellence, this is the opportunity for you!
Job Title
Six10 Ventures | eCommerce Customer Support- Pool & Spa Specialist