Customer Service & Marketing Coordinator

Job Title:  Customer Service & Marketing Coordinator
Location:  Remote, **must work United States. business hours
Status: Full Time, 1099 Independent Contractor
Reports to: Ecommerce Manager

Natural Stacks is on a mission to build better brains.  Our targeted formulas fill specific needs and results can be felt on the first dose.  Since 2013 we’ve helped hundreds of thousands of people improve their brain health.  

Our company core values are Take Ownership, Move Fast, and Think Big.

We’re seeking a Customer Service & Marketing Coordinator to handle all support interactions and ensure customer satisfaction and loyalty.  This role focuses on email, phone, and chat support - serving as a trusted resource to customers on their brain health journey.  This role will own the entire customer experience, from the first question to long-term loyalty, turning support conversations into retention and growth opportunities.  We need someone proactive, not reactive. 

What You’ll Be Doing:

• Handle all inbound emails, phone calls, and chats related to product questions, order inquiries, refunds, cancellations, rewards program, etc.

• Integrate and utilize AI and automation tools into customer support operations

• Execute strategic outbound emails and phone calls to first time and high value customers

• Use sales strategies to educate and inspire customers about our products to upsell and increase average order value

• Respond to customer service questions on 3rd party platforms like Amazon and TikTok

• Respond to comments on Facebook and other social media platforms

• Implement strategies to reduce churn and improve subscriber retention

• Implement strategies to retain our loyal subscribers and proactively address potential concerns to reduce cancellations

• Assist in affiliate outreach and follow up 

• Ideate and implement ways improve the overall customer experience

• Collaborate with the Quality team - Record customer products complaints 

• Collaborate with the Operations team and 3PL - Inventory and shipping updates

• Collaborate with the Marketing team - Support promotional product orders
  

Key Performance Indicators:

• Support tickets closed

• Response time

• Customer satisfaction

• Subscription churn rate

• Customer life time value

What We’re Looking For:

An upbeat, detail-oriented individual who excels in a fast paced, growth environment. They need to be a great communicator and a natural people pleaser. 

Requirements: 

• 2+ years of experience in customer service, specifically handling emails, phone calls, and chats

• Expert verbal and written English communication skills

• Responsible, Empathetic, and solution-oriented

• Tech-savy and comfortable with tools like Gorgias, Shopify, TikTok, Recharge, and Google Sheets

• Highly organized, proactive, and collaborative

• Team player willing to perform other related duties

• Experience with CPG products (Health / Beauty) is preferred

• Familiarity with loyalty programs and subscription platforms is a plus