Customer Service Specialist

SpyGuy, the leading online store for spy and surveillance products, is searching for a Customer Care Specialist! Our mission? Making surveillance as simple as possible by educating our clients, matching them with the gadgets they need, and providing tech support that feels like magic! We're in an interesting niche and our clients are diverse - law enforcement agencies, private investigators, business owners, and everyday people.

As a small remote team, we're focused on making surveillance simple by educating our clients, matching them with suitable products, and providing lifetime tech support. Your role will directly impact our success and growth, and we're excited to have you join us!

Role Description:

As a Customer Care Specialist, you'll be the front line for our customers, handling all their inquiries with speed, accuracy, and care. You'll be working mainly within our helpdesk ticketing software, Gorgias, and our ecommerce platform, Shopify, and providing real-time support through live chats. Your duties will include:

• Responding to customer tickets and live chats in a friendly and clear manner.

• Prioritizing and managing tickets to ensure prompt and effective responses.

• Processing order modifications and refunds in Shopify.

• Troubleshooting and solving product-related issues for customers.

• Create and maintain customer service SOPs.

• Coordinating with our packing/shipping team.

• Detecting and addressing potential order fraud.

• Keeping our digital file system clean and organized.

Key Skills:

We're looking for a candidate who's quick to learn, dependable, and detail-oriented. Here are the key skills we're after:

• Strong written English skills.

• Understand electronics and how to tech support them.

• Quick response to new sales and help tickets.

• Ability to craft efficient macros/templates from common responses.

• The knack for turning an upset customer into a satisfied one.

• Excellent Google-fu (internet research) skills.

• Comfortable with tools like Loom and CloudApp for screen recordings.

• Familiarity with Shopify, Google Suite, Airtable, and task management apps like ClickUp is a plus!

A Day in the Life

Here's a peek into a typical day for a Customer Care Specialist at SpyGuy. Each day at SpyGuy offers a different mix of customer care, problem-solving, and the chance to make a big impact on on our customers.

Morning

Your day starts off by joining your remote team on our daily virtual huddle. After a quick round of greetings and updates, you dive into the day's work.

First up, you check Deliverr, our third-party logistics partner, to make sure all orders are in good shape. You look for any inconsistencies or incorrect addresses that might need your attention, and you coordinate necessary changes promptly to ensure a smooth delivery process.

Next, you log into our helpdesk ticket app, Gorgias, and pull up all the customer tickets that have come in overnight. Your immediate priority is to scan these tickets for urgent requests, such as customers who want to cancel or change their orders before they ship out. You work fast to process these modifications, ensuring customer satisfaction is at the forefront of everything you do.

Late Morning

Next, you turn your attention to new tickets and responses that have recently been made. These tickets can span from inquiries about our products, shipping options, order statuses, to processing returns and exchanges, to issuing refunds. You respond to each of these in friendly, plain English, always aiming to provide clear and helpful answers.

Afternoon

By now, you've noticed recurring questions, so you start crafting macros or response templates for these common queries. This not only helps you respond faster, but it also ensures that each customer gets a consistent, accurate answer.

The afternoons are also when you'd get to flex your problem-solving muscles, tackling tickets about product-related issues and offering technical support. You dive deep into these tickets, troubleshooting and guiding customers through each step to resolution.

Late Afternoon

When all the tickets have been resolved, you’ll turn your attention towards chargebacks. We receive a few of these a week and it's your job to draft foolproof responses that help us win the dispute.

Throughout the Day

Throughout the day, you'll engage in live chat support to cater to real-time customer queries and concerns.

Every Now and Then

When things are quieter, we might need your help in other areas, updating SOPs, liaising with suppliers for tech support, or discussing potential improvements with the team.

Your Workspace

Being a remote role, your workspace is entirely up to you! All we ask is that you keep the SpyGuy spirit of efficiency and customer focus, whether you're working from your home office or a coworking space (the fees of which we'll cover).

Why Join SpyGuy?

Working with SpyGuy offers exceptional benefits:

• We're invested in your growth - we have a team library of books, courses, and more to help you level up your skills.

• Work directly with our founder, Allen, and learn the ins and outs of managing an ecommerce business.

• Enjoy the flexibility of a 100% remote role within American work hours.

• We'll cover your coworking membership fees.

• Expect regular pay on the 1st and 15th of each month.

What Next?

Please apply directly through the Dynamite Jobs application system. Any emails applicants send to the general inbox at SpyGuy or directly to team members will be disqualified.