Customer Service Specialist

Customer Service Specialst Role Summary Beauty by Earth is looking for a compassionate, detail-oriented Customer Service Specialist to support our customers across every stage of their experience with our brand. This is a hands-on customer service role. You will communicate directly with customers through phone, email, live chat, SMS, social media, reviews, and marketplace messaging. You will help resolve order issues, answer product questions, manage returns and subscriptions, and turn difficult situations into positive customer experiences. You’ll work closely with our Customer Service Manager, as well as Operations and other internal teams. You will receive training, documented procedures, and clear guidelines, but you must also be comfortable using good judgment, taking ownership, and following an issue through to resolution. Key Responsibilities Customer Communication Provide friendly, accurate, and timely customer support through: Phone Email Live chat SMS Social media messages and comments Product reviews Amazon and other marketplace messages Communicate fluently and professionally in written and spoken English Adapt your communication style to the customer, channel, and situation Represent Beauty by Earth with empathy, patience, and professionalism Order, Shipping & Account Support Assist customers with order status, shipping delays, delivery issues, and address changes Resolve damaged, missing, incorrect, or lost orders Process cancellations, returns, refunds, replacements, and reshipments according to company guidelines Support customers with subscription changes, cancellations, and account questions Troubleshoot promotional codes, discounts, payment issues, and order errors Product & Customer Education Answer questions about products, ingredients, product use, and routines Help customers select products based on their needs and preferences Use approved resources and training materials to provide accurate information Escalate adverse reactions, sensitive complaints, or other high-risk concerns according to company procedures Social, Reviews & Marketplace Support Respond to customer questions and concerns across social media platforms Monitor and respond to product and company reviews using the appropriate brand voice Support customer inquiries across Shopify, Amazon, TikTok Shop, Target, Walmart, and other sales channels Escalate public or sensitive issues quickly and appropriately Help protect the customer experience and Beauty by Earth’s reputation across channels Systems & Documentation Work daily within Shopify, Richpanel, Judge.me, CommentGuard, and sales-channel platforms Maintain accurate and complete notes on customer interactions Follow documented policies, macros, escalation paths, and standard operating procedures Identify recurring customer issues and share patterns with the Customer Service Manager Help keep customer service resources, FAQs, and internal documentation current Customer Experience & Issue Resolution Take ownership of customer concerns from initial contact through resolution Issue refunds, replacements, discounts, or other approved resolutions within established guidelines Balance empathy and customer satisfaction with company policies and sound business judgment Collaborate with Operations and other departments to resolve fulfillment, inventory, product, or system issues Support teammates during absences and periods of high customer volume Performance & Quality Work toward Beauty by Earth’s customer experience standards, including: Maintaining an owned queue with no unassigned backlog Median email first-response time under 12 hours Median chat, direct message, and SMS first-response time under 2 minutes during coverage hours Customer satisfaction of 90% or higher Reopen rate below 5% One-touch resolution rate of 70% or higher Manage an appropriate daily ticket volume without sacrificing accuracy, empathy, or resolution quality Review performance with the Customer Service Manager and apply feedback consistently Help identify opportunities for stronger self-service resources and more efficient customer support What We’re Looking For 1–2 years of customer service experience, preferably supporting an ecommerce or consumer brand Fluent written and spoken English Confidence handling live customer phone calls in English Strong writing skills with excellent grammar, clarity, and attention to tone Experience supporting customers through email, chat, social media, or other digital channels Comfortable learning Shopify, Richpanel, Judge.me, CommentGuard, and marketplace platforms Calm and professional when working with upset or frustrated customers Sound judgment and the ability to follow policies while considering the individual customer situation Highly organized, dependable, and detail-oriented Comfortable managing multiple channels and shifting priorities Receptive to coaching, feedback, performance standards, and ongoing training Able to work independently in a fully remote environment Reliable high-speed internet and a quiet, professional environment for customer phone calls What success looks like: Customers receive fast, friendly, and accurate support across every channel Customer concerns are owned and resolved without unnecessary handoffs or repeat contacts Written messages and phone conversations consistently reflect Beauty by Earth’s voice and values Orders, refunds, replacements, subscriptions, and other requests are processed accurately Customer service queues remain organized, current, and free of unassigned backlog Customer satisfaction, first-response time, reopen rate, and one-touch resolution meet company standards Recurring customer issues and improvement opportunities are proactively identified and shared Teammates can rely on you during high-volume periods and planned or unexpected absences This role is ideal for someone who: Genuinely enjoys helping people Communicates clearly, warmly, and confidently Likes solving problems and bringing issues to a complete resolution Can remain calm and thoughtful when a customer is frustrated Values clear procedures but can also exercise good judgment Takes ownership of outcomes, not just individual tasks Is comfortable being measured on both service quality and responsiveness Wants to grow as a customer experience professional Role Details Full-time Fully Remote Thursday - Monday Standard schedule of approximately 8:00 a.m. to 4:00 p.m. CST Some flexibility in exact working hours may be discussed Occasional additional coverage may be requested during high-volume periods or when team members are out Strong written and spoken English required Regular customer phone support required No freelance or project-only arrangements About Beauty by Earth: Beauty by Earth is a clean, high-performing skincare brand on a mission to help people look and feel their best—without compromise. We’re passionate about natural, non-toxic ingredients, sustainable practices, and delivering products that actually work. A few fast facts: Female-founded, Made in the USA Certified Cruelty-Free & Plastic Neutral Sold across Amazon, Shopify, Target, Walmart, and other Online Retailers Obsessed with performance, obsessed with our customers Social: TikTok Instagram Facebook YouTube This is a Remote/Telecommute Position