Job Title: Senior Customer Service Specialist Location: Remote 100% Salary: Competitive salary + performance bonuses. Working hours: 8am - 5pm PST About the Role: We’re seeking a seasoned Senior Customer Service Specialist to join our customer support team—with the opportunity to grow into a Team Lead role. This position is ideal for an experienced customer service professional who thrives in complex, multi-channel environments and is ready to take the next step in their career by mentoring others and driving process improvements.You’ll bring 5+ years of customer service experience, preferably with 3 years in e-commerce, and expertise in managing customer interactions via email and social media platforms (Facebook, Instagram, Tiktok). Key Responsibilities: Senior Specialist Support: - Manage escalated and complex customer inquiries across emails and social media platforms with a focus on resolution, customer satisfaction, and efficiency. - 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: Experience: - 5+ years of customer service experience, with at least 3 years working for e-commerce brands. - Solid background handling multi-channel support (emails and social media platforms). - Experience assisting or stepping into leadership responsibilities (preferred). Skills: - Advanced written and verbal communication skills. - Strong problem-solving and conflict resolution abilities. - Background in the beauty industry or makeup application is a huge plus! - 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 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.