Customer Support Specialist

Position: Customer Service Specialist
Working Hours: 5am-1pm Mon-Fri (Pacific Time)

About the Company:

This is a fast-growing DTC (Direct-to-Consumer) company that provides funeral caskets directly to American consumers through multiple platforms, with a mission to offer designer caskets at revolutionary prices, driving affordability and transparency in the funeral industry.

Duties and Responsibilities:

We are establishing a world-class, consumer-first brand in funeral products and are seeking a Customer Service Specialist to support our operations and client service. In this role, you will collaborate closely with the founders and management team to scale the business.

• Communicate with customers via phone, online chat, and email (both transactional updates and inbound queries)
• Manage B2B customer communications via phone, online chat, and email
• Collaborate with team members on shared tasks
• Support growth marketing activities as needed
• Generate purchase orders (POs)
• Coordinate shipments and generate bills of lading (BOLs)
• Conduct quality control to ensure order details are accurate across all systems
• Track shipments using shipping systems

Minimum Skills Requirement:

• Minimum of 2 years' experience in customer support
• Exceptionally detail-oriented and accuracy-focused, as the role involves handling sensitive transactions for grieving families
• Proficiency in written and spoken English
• Excellent communication and empathetic customer service skills
• Strong sense of ownership, driving issues with urgency until resolved
• Familiarity with Google Workspace, Airtable, QuickBooks, and Slack is preferred