Account & Customer Experience Specialist

We are Alfafam , a US-based Management Consulting Company offering services locally and worldwide. Our primary objective is to facilitate the growth of businesses within the United States by providing comprehensive support in management, operations, budgeting, marketing, hiring, and onboarding processes. We’re hiring an Account & Customer Experience Specialist to deliver exceptional customer support across our e-commerce channels while supporting inbound B2B inquiries and account communication. You’ll manage customer interactions, resolve issues quickly, and improve workflows and systems to ensure nothing falls through the cracks, with opportunities to grow into account management and leadership. Responsibilities: Customer Experience (DTC – Primary Focus) Respond quickly and professionally to customer inquiries across all channels including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance brands reputation Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards Process orders, returns, exchanges, refunds, and account updates Maintain accurate and detailed records in CRM and support systems Identify root causes of recurring issues and recommend improvements Deliver high CSAT and contribute to increased retention and repeat purchase behavior Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer Review and correct address errors, flagged shipments, and delivery exceptions Identify and escalate potential fraudulent orders based on risk signals and order patterns Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management 2. Inside Sales Support (B2B – Early Stage) Respond to inbound B2B inquiries (new leads, product questions, capabilities) Qualify opportunities and route effectively to appropriate sales leadership Provide timely and professional follow-up during early-stage engagement Support communication with active accounts as needed Ensure no inbound opportunity or customer request goes unaddressed 3. Account Support & Proactive Engagement Proactively engage high-value DTC customers and key accounts Support follow-ups, upsell opportunities, and retention initiatives Strengthen relationships through timely, thoughtful communication 4. Systems, Process & Execution Excellence Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows Maintain clean, organized systems with full visibility into tickets and communications Ensure all tasks and follow-ups are completed—nothing falls through the cracks Collaborate with leadership to build and refine SOPs and workflows Operate effectively in both structured and ambiguous environments 5. AI-First Execution & Continuous Improvement Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows Use AI to improve speed, quality, and consistency of communication and execution Build and refine prompts, templates, and workflows Identify and implement automation opportunities to increase efficiency Contribute to developing smarter systems and scalable processes Requirements : 3–6 years in customer experience, account support, inside sales, or similar roles Experience in DTC (e-commerce) and/or B2B environments preferred Interest in beauty and personal care, with a willingness to develop product knowledge Skills & Capabilities Excellent written and verbal communication skills Strong problem-solving ability with attention to detail Highly organized with the ability to manage multiple priorities High ownership mindset—follows through and delivers results Ability to operate independently and take initiative Comfortable in fast-paced, evolving environments Technology & Tools Google Workspace HubSpot Zendesk (or similar) Shopify Amazon Seller Central Slack Asana AI Capability (Required) Must actively use AI tools in daily work Preferred: ability to build prompts, templates, and workflow improvements Strong interest in applying AI to real business use cases Experience with or ability to quickly learn: The Details: This position is full-time, and remote from Monday to Friday. Standard work hours are 9 a.m. - 6 p.m. EST (New York time zone). The salary range for this is dependent on location, experience, and skills. If this sounds like the perfect opportunity for you, please submit your application today! Please, make sure before applying that your skills and experience fit to this position's requirements.